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 5,000 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, quarterly 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 7am-4pm 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
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 Zendesk and 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
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 totally 28 days per year
8 paid annual holidays
Stock option grants
Company-provided Macbook
$500 quarterly stipend for professional development
Employment type
Full-time
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