Technical Analyst, Browser Extension - Remote

Overview

The Technical Analyst, Browser Extension will support a balance of technical troubleshooting, customer advocacy, and cross-functional collaboration with software engineering. This role will play a critical role in shaping how users interact with our Snapshot tool and other browser extension functionalities.

In Short

• Monitor, support and enhance the functionality of our browser extension tool and Snapshot feature.
• Communicate directly with customers to confirm issue resolution and provide status updates.
• Collaborate with engineers to report and validate bugs related to browser extension functionality.
• Monitor Slack and log tickets for documentation issues.
• Proactively identify websites with autofill issues and coordinate solutions.
• Maintain and prioritize a backlog of known compatibility issues.
• Propose ideas and enhancements for the Snapshot Tool’s workflow.
• Act as a liaison between support, product, and engineering teams.
• Perform competitive research and log findings.
• Contribute to programmatic training of Keeper's product.

Requirements

• Experience in technical troubleshooting and customer support.
• Strong communication skills for customer interaction.
• Ability to collaborate effectively with engineering teams.
• Familiarity with browser extension functionalities.
• Proactive problem-solving skills.
• Experience with competitive research.
• Strong organizational skills for backlog management.
• Ability to propose user experience enhancements.
• Experience with documentation and ticketing systems.
• Willingness to mentor future team members.

Benefits

• 100% remote work opportunity.
• Join a fast-growing cybersecurity company.
• Work with a talented design team.
• Opportunity for career growth and development.
• Flexible work schedule for those in the Chicago area.