Tech Support Specialist

About Paubox

Paubox is a remote-first B2B startup changing the game around HIPAA compliant communication, providing secure communication for modern healthcare. We are a series A company with over 8,000 customers that leverages customer feedback to build innovative email security solutions that our customers love. Our patented email security features protect healthcare organizations from internal and external cybersecurity threats, all with an unwavering focus on ease of use, security, and reliability.

Pauboxers are an eclectic group of individuals from across the US, who find commonality in our customer-driven mission to make secure communication easier in healthcare.

At Paubox, we strive to create a remote workplace that is diverse, inclusive, and transparent. But being remote doesn’t stop us from building connections! Pauboxers connect through casual non-work Slack channels, monthly team bonding events, one-on-one virtual coffee chats, and the occasional team or company-wide offsite retreat.

About The Role

We’re looking for a Tech Support Specialist to join our fully remote support team. We support our customers via email, tickets, phone, and screen sharing sessions – and we take pride in taking care of our customers. Although this position is remote, you must be located and authorized to work in the U.S.

The required hours of work for this position are 8am-5pm pacific, Monday through Friday.

Your day-to-day

• Providing Level 1 technical support
• Owning, investigating, and resolving technical issues
• Escalating severe situations and any product issues
• Following up with customers to ensure customer satisfaction
• Updating and creating help docs as needed, for both internal end external stakeholders
• Delivering an A+ customer experience all day, very day
  
  

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What You'll Need To Succeed

• Bachelor’s degree or relevant experience
• Experience providing support to B2B SaaS customers
• Excellent written and verbal communication skills
• You're polite, friendly, and professional
• Ability to quickly learn technical skills
• Ability to understand customer concerns and problem solve
  
  

It would be great if you also have

• Experience with Hubspot
• Familiarity with email setup, configuration, and domain records
• Experience working with server logs and command line
• Experience working in a fast-paced startup environment
  
  

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What You'll Get From Us

• A fully-remote work environment, no RTO here!
• Cigna or Kaiser Permanente healthcare coverage (location dependent)
• Dental and vision insurance through Guardian
• 401(k) retirement account
• Sick and vacation time totalling 28 days per year
• 8 paid annual holidays
• Stock option grants
• Company-provided Macbook
• $500 quarterly stipend for professional development
  
  

Salary data for this role

• Annual base salary is $58,656.00
• Bonus potential up to $8,000 annually