Technical Customer Success Specialist (New Zealand)

Bitwarden is the trusted identity security leader for millions of users worldwide, empowering enterprises, developers, and individuals to securely manage and share sensitive information anywhere. Bitwarden makes it easy for all users to extend robust security across their devices with password management, secrets management, and passwordless and passkey innovations. The company is headquartered in Santa Barbara, California with team members located across the globe. Learn more at bitwarden.com.We truly care about our Bitwarden users and want them to have the best experience while accessing their sensitive information online. Our Customer Success team helps people as quickly as possible through our email support system with the majority of inquiries being resolved the same day received. Team members have excellent writing skills: stellar grammar, attention to detail, and the ability to explain complicated things simply. Success is measured in swiftness, accuracy, and clarity.We are looking for a self-starter with experience troubleshooting web and mobile technologies. You will become a Bitwarden product expert and handle common questions about using our products, troubleshoot technical issues, and ensure customer satisfaction.The Bitwarden team is all-remote and you will be working remotely via a contract structure and will ideally be located anywhere in New Zealand.RESPONSIBILITIESFunctioning as a Subject Matter Expert (SME) for Bitwarden and our suite of servicesExpanding skills in all Bitwarden applications and services in order to guide, train, and clearly describe the features and functionality to users and/or customersWorking with customers to solve issues and/or look ahead to identify solutions to situations they may face in the futureProviding superb customer supportAssisting with billing and account managementCollaborating with Sales, Marketing, Development, and Product associatesSharing and/or alternating weekend shifts with other Customer Success team membersWHAT YOU BRING TO BITWARDENExcellent English and grammarExcellent problem-solving skills (you might not know all the answers, but you know how to find and communicate the solutions)A strong sense of empathy and the ability to advocate for othersA passion for helping Bitwarden usersExperience from a previous technical position (e.g. Systems Administrator, Quality Assurance Technician, Support Technician, Help Desk Technician, etc). Equivalent education or demonstrable skills may be acceptedAbility to work remotelyFamiliarity with several of the following areas/technologies is preferred:BitwardenWindows, macOS, and LinuxiOS & AndroidCommand-line interface (CLI)GitHubFreshdeskWeb browser/application troubleshootingHTMLHTTPDNSTLS/SSLWHAT TO EXPECT IN THE INTERVIEW PROCESSSelected candidates will be invited to schedule an introduction call and potentially progress through the following stages:Interview with Customer Success ManagerInterview with Director, Customer SuccessInterview with Chief Customer OfficerInterview with Chief Executive OfficerA FEW REASONS TO WORK WITH USOur user community loves us and we love them. Come to work each day with a sense of purpose as we bring a more secure internet experience to everyone from our friends and family to the world’s largest organizations.Become an expert. You’ll get immersed in the prominent technology markets of security and open source software.We are dedicated to building an incredible team. Work remotely with motivated and innovative team members and take part in productive and fun meetups.Learn and grow. Take on new challenges with the support of your team.