About Virtru:

Virtru is a leading data protection provider backed by some of the foremost venture capital firms in Silicon Valley and the Mid-Atlantic region, including Iconiq Capital, Bessemer Venture Partners, Foundry Capital, and Tiger Global. Today, more than ever, data demands respect, and that’s why Virtru is committed to changing the rules for data privacy. At Virtru, we equip our customers to take granular control of their data—everywhere it’s shared—through end-to-end encryption for Google, Microsoft, and other data sharing platforms. Our market-leading portfolio of data encryption and privacy enhancing applications are remarkably easy to use, fast to implement, affordable for all, and built on the Trusted Data Format (TDF) open standard.

At Virtru, our motto is "Respect the people. Respect the data." Respecting data to us means keeping it secure and protected at all times across its entire lifecycle. We firmly believe that when you respect data, you’re demonstrating respect for the people who own that data.

Working at Virtru, you'll be inspired by colleagues who are passionate about the work they do. We are dedicated to creating an atmosphere that sparks creativity, connection, and professional growth while empowering each other to do our best work. We're building something special at Virtru. We hope you consider joining our team and helping us create a brighter future for data privacy.

Overview:

Virtru is looking for a Level 2 Rep to join our Customer Support team. This critical role will report to the Sr. Manager of Customer Support and partner closely with Customer Support Leadership. You will support a variety of products and customer types, with a primary focus on delivering high quality support to our largest enterprise customers. You will also be asked to take ownership of other complex customer situations and projects. 

You must be comfortable leading by example. That means solving a high volume of tickets at a high degree of quality. You will also be asked to handle some of the most complex, difficult tickets impacting our most important customers.

Responsibilities:

• Support and maintain a wide variety of customers across several Virtru products. The primary focus is our Enterprise customers who have implemented Virtru’s most technical offerings.
• Achieve high CSAT scores while maintaining a high ticket volume. 
• Use your business and technical analysis skills and knowledge of the Development lifecycle to solve complex issues and promote best practices.
• Isolate and identify root causes using a variety of developer tools and applications.
• Document bugs and escalate issues to the Engineering team as necessary, and follow through on solutions.
• Enhance Virtru's support resources: FAQs, documentation, and internal knowledge base.
• Assist Support leadership by identifying and flagging any trends, emergent issues, or areas for improvement. 
• Serve as an overflow resource for Tier I support requests. 
• Participating in the after-hours On Duty rotation (Pager Duty).

About You:

• 2+ years of Technical Support experience – ideally in the SaaS sector, supporting larger customers.
• Strong technical aptitude, analytical, and troubleshooting skills
• Proven track record of solving tickets in a fast-paced environment while maintaining high CSAT scores. 
• Exceptional written and verbal communication skills
• Proven track record of making things better and going above and beyond for customers
• Experience with any or all of the following: webmail, Docker containers, SMTP, Chrome, Firefox, IE, Edge, Android apps and IOS apps, Google Workspace administration, MS Office 365 administration
• United States citizenship is required for this role

Extra Credit (Not required but will come in handy!)

• Experience supporting or implementing email Gateways, APIs, or SDKs.
• Experience analyzing errors in network and console logs
• Proficient in at least one programming language; ideally JavaScript or Java.
• Experience working in a fast-paced high-growth (startup) environment 

Virtruvian qualities that will set you up for success:

• Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence
• Strong sense of urgency with an action-oriented mindset
• Able to collaborate and adapt to shifting priorities as business needs evolve
• Comfortable with asynchronous communication including slack, email, zoom, etc.

Perks & Benefits:

At Virtru, we believe people do their best work when their wellbeing is put first. This is why we make your wellbeing our priority with a thoughtful and holistic program that encompasses Occupational, Mental, Social, Physical, and Environmental Wellness by offering benefits such as…

• A Remote-First Approach — Virtru is committed to being forever flexible when it comes to where, how, and when you get your work done. You have the option to work from home if that suits you best, or work from our DC Headquarters if you prefer being in person!
• A Flexible PTO policy — we strongly encourage you to take a minimum of 25 days off annually (in addition to 12 federal holidays) to ensure that you are getting the proper time needed to unplug and recharge.
• A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.
• A $250 Work-From-Home Stipend to help make your office space more comfortable and productive.
• Internal mobility options for those interested in exploring their skills in other areas of the business
• Frequent company-sponsored Team Celebrations that provide ample opportunities to connect with teammates and be social!
• Access to an Employee Assistance Program.
• Access to Headspace, a mental health app tailored to your specific needs.
• A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first.

In addition to wellbeing, Virtru places a strong emphasis on diversity, equity, inclusion, and belonging. Our DE&I Council is dedicated to fostering an inclusive workplace and making the psychological safety of each and every one of our teammates a top priority. The Council also hosts a range of events throughout the year focused on the continual education of our teammates on social justice issues, current events, and marginalized cultures and communities. 

Additional perks include: 

Competitive compensation

• Generous parental, medical, and bereavement policies
• Uncapped commissions for Sales roles
• 401K and stock options
• Full medical, dental, and vision benefits
• Annual Winter Hackathons and Summer “InnoVation Weeks” (in-person optional)
• New Hire Swag and IT Welcome boxes
• Structured semi-annual 360° performance reviews
• Transparency is at the core of how we operate and everything we do! 

Virtru is currently operating in a remote-first capacity; however, there are plenty of opportunities to connect with the team in person throughout the year, both in and out of the office, whether they be team-specific or company-wide celebrations and events.

Virtru is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. Virtru is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.