Product Support Specialist

Overview At Thoropass, we are revolutionizing the compliance and audit industry by integrating cutting-edge AI technology with expert human insight. Our team is dedicated to delivering exceptional customer experiences and high-quality outcomes. We’re driven by our mission to build a world that’s safer for consumers and ensuring compliance is never a blocker to innovation. By bringing together remarkably talented individuals, we’re looking to help the industry see compliance as an advantage. Join us as we collaborate to establish our platform as the world's leading choice for compliance and audit solutions.

Our Values These are the behaviors and skills we look for in our people. Living by these values ensures we are building a team that can grow together and deliver the best possible outcomes for each other and our customers.

Take thoughtful risk : We solve for today while being considerate of tomorrow—creatively leveraging our tools and abilities to hit ambitious goals.

Be curious, ask, and learn : We always seek to better understand our industry and our customers. We don’t shy away from mistakes—using every bit of data to learn and iterate.

Win together : Compliance is a team sport. We proactively engage with one another and check our egos at the door in search of the best ideas.

Move the needle : Our goals are lofty for a reason. We set clear expectations, give direct feedback, and challenge ourselves to close the gap between those goals and results.

What We Do Thoropass is transforming the landscape of security compliance and audits. As the only all-in-one platform that combines compliance automation software with a tech-enabled audit firm and pentest services, we offer a modern approach to information security compliance and audit. Our AI-powered solutions, such as First Pass AI, are designed to streamline compliance and accelerate audits for frameworks like SOC, PCI, ISO, HITRUST, HIPAA, and more. Thousands of companies trust Thoropass for high-quality audit and assessment services, delighting in a truly differentiated experience.

Founded in 2019 and headquartered in New York, Thoropass has rapidly expanded with $97M in funding from top investors including J.P. Morgan, PayPal Ventures, Fin Capital, Centana, Canapi, and Bain Capital. We operate as a virtual, global company with a presence in over 18 countries. With substantial growth in both customers and revenue, we are strategically positioned for continued expansion in 2025 and beyond.

About the Role We are looking for a Product Support specialist to join our team remotely. You’ll be the FPOC for our EMEA region, working autonomously 4-5hrs ahead of the US Product Support team. You will provide enterprise-level assistance to our customers, customer success managers and compliance experts. You should be able to diagnose and troubleshoot issues & workflows in the UI and backend databases, escalating out of scope areas to our engineering teams. Ultimately, you will be a person our customers, engineering and support team trusts. They will rely on you to provide timely and accurate solutions to their technical problems.

Within 30 days :

Complete onboarding, diagnose & resolve Tier 1 issues autonomously.

Partner with engineering to diagnose, communicate solutions for Tier 2, Tier 3 issues.

Communicate best practices for Thoropass software to customers.

Within 60 Days :

Provide customers with the most up to date information about product functionality, through written or verbal communication.

Have primary responsibility for any issue in at least three product workflows or for a specific business region.

Use technical abilities to identify systemic issues and drive resolutions through engineering.

Within 90 Days :

Make your first improvement to the support process at Thoropass (e.g., documentation and best practices).

Educate client facing teams on product behaviors / new workflows.

Identify a product / tool improvement to enhance the UX or issue diagnosis.

Improve customer self-service capability through customer-facing articles.

Own issue resolution metrics for your issues.

What You'll Do Investigate, resolve all Tier 1 issues for assigned workflows autonomously, using internal support tools, troubleshooting guides within SLA timeframes.

Prioritise bugs and requests by assessing the level of impact or time sensitivity to customers.

Assist customers with more technical questions regarding the product usage and experience, responding with the correct tone in tricky situations.

Propose ad hoc or creative solutions and / or fix issues in lieu of committing engineering resources.

Conduct detailed investigation, analysis of reported bugs and product questions to Product / Engineering teams; flag discrepancies from expected behavior.

Synthesize information between customers and Product / Engineering teams in a clear and easily understandable manner.

Content : Build an understanding of the mapping of content, assist the CX team to manage content for designated compliance frameworks.

Advise and assist on creating custom reports and metrics relevant to customer data and specific needs.

Become proficient in tools that map, permission and manage content.

Create and maintain Help Center documentation, team troubleshooting articles and bi-weekly product updates for assigned workflows

Use internal and external tools such as Full Story, Sigma, Datadog to review logs, as needed, for troubleshooting.

Skillsets / Requirements Passionate about delivering an exceptional customer experience.

Experience working with both dispersed teams and as a FPOC for a business region.

Maintain composure and calm demeanor in high-stress situations while maintaining focus to resolve the issue as efficiently and effectively as possible.

3+ years of product / technical support experience supporting multi-workflow applications.

Experience troubleshooting, communicating detailed technical information to technical and non- technical parties

Experience creating client facing materials and delivering training sessions for internal and external teams.

Intermediate technical experience with Gsuite, Web, Troubleshooting tools.

Experience managing issues, querying Jira, Jira Service Desk, or equivalent

Adapt quickly to changing priorities and customer needs.

Proven ability to collaborate with cross-functional partners to improve delivery for internal and external customers.

Curiosity to find creative solutions to problems and doggedness to enact that solution.

Strong verbal and written communication skills.

Bonus Points Experience working with Datadog.

Retail Experience

Experience with Content Management Systems

Compensation Exceptional private healthcare

Early equity in a fast-growing company

Work-from-home model

Flexible PTO

Home office equipment

Monthly wellness and home Wi-Fi stipend

Thoropass provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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