About Transcend
Transcend is the privacy platform that makes it easy to encode privacy across your tech stack.
We believe that engineering privacy rights and making them easily accessible to the world is one of the most high-impact ways we can spend our time. That's why we're building an ambitious team that’s passionate about solving the important problems of the future and having fun while doing it. We’re backed by Accel, Index, 01A, StepStone Group, and HighlandX growing fast, and are serving some of the most iconic brands in the world.
(Even if you don't see a good fit below, we'd still love to stay in touch. Email us at recruiting@transcend.io).
About The Role
Transcend is seeking a highly motivated and experienced Sr. Support Analyst to continue enabling world-class, white-glove service through the handling of technical support requests. This role will play a pivotal part in helping to scale the Support function. The ideal candidate will have a proven track record of success in technical troubleshooting and communicating effectively to various levels of stakeholders in the SaaS technology landscape.
What You'll Do
- Handle intake, triage, initial response, and routing of support requests across our various customer support channels, including email, Slack, Teams, and Intercom
- Work closely with the Support Engineering Lead, Solutions Engineers, and our partners in the Product and Engineering teams to enable timely resolution of customer inquiries and issues and ensuring SLAs are met
- Accurately document issues in ticketing systems while also providing detailed solutions in our internal knowledge center based on your participation in root cause analyses
- Regularly review outstanding requests and tickets, driving action for early resolution by either the customer or other Transcend team members, ensuring a smooth and efficient support experience
- Provide insights on high-impact issues based on your day-to-day encounters with customers that have the potential to be developed into self-service resources
- Stay current on industry trends and product changes to expand technical knowledge and understanding of impacts to customer requests
- Assist with monthly, quarterly, and annual support metrics
Who You Are
- You bring 2+ years of experience in a technical, customer-facing role – preferably as part of a SaaS company in the data privacy, cybersecurity, or compliance space.
- You are able to work standard hours in Pacific Time (9am - 5pm PT).
- You are an excellent communicator with a knack for explaining complex, technical concepts to both technical and non-technical audiences.
- You are effective at breaking down a problem to determine a series of actions that can be taken to eliminate common scenarios or identify the root cause.
- You have an eagerness for constant learning and an ability to grasp new concepts and systems quickly.
- You can thrive in a highly technical environment, with an aptitude for supporting a complex multi-product, multi-use case, multi-persona platform.
- You are very comfortable with async and online methods of communication. Our team and customers are widely distributed, so the ability to clearly and thoughtfully communicate despite the space and time barriers is very important.
- You can read and understand client-side and backend JavaScript (bonus points for TypeScript).
- You understand and are capable of using REST and GraphQL APIs.
- You are familiar with using log monitoring tools like Datadog.
- You are familiar with ticketing systems like Height, Asana, or Jira.
- Bonus points if you have experience working with AWS, Terraform, GCP, Azure, or related DevOps or Infrastructure experience.
- Bonus points if you have experience with helpdesk management systems, such as Intercom or Zendesk.
Why join us?
The people at Transcend are driven, kind and know how to balance work, life and memes. We learn from each other and have a strong support system.
You’re joining a fast growing start up, with opportunities to help define and grow the organization.
We have a strong mission to protect user privacy rights everywhere. The privacy compliance landscape is growing, and we are at the forefront of building solutions that protect user privacy rights with modern infrastructure and automation.
You will have autonomy and trust to drive initiatives from the start.
We believe that turning the principles of data privacy into exercisable human rights is one of the most high-impact ways we can spend our time, and so we're building an ambitious team that’s passionate about solving important problems and having fun while doing it.
As the best-in-class solution in a new market, Transcend is a fast-paced and exciting workplace. The product evolves quickly to meet new client needs and adapts to the rapidly advancing world of privacy law. As one of Transcend’s earliest hires, you’ll get to work on a wide array of exciting projects.
Additional Information
Transcend is an equal opportunity employer that values diversity, inclusion and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We will consider for employment all qualified applicants with arrest and conviction records in a manner consistent with applicable law.
Our comprehensive compensation packages play a big part in how we recognize you for the impact you have on our path to bringing data rights to everyone.
For this role, the estimated annual
total salary ranges are below. The actual annual salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process.
The listed range below is a guideline, and the annual
total salary range for this role may be modified. Transcend offers attractive health benefits, equity, and perks in addition to cash compensation.
Benefits
Taking Care of You and Yours
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- Medical, dental, and vision insurance: 80% coverage for you, and 50% coverage for all your dependents.
- Voluntary disability insurance: short-term disability, long-terms disability, and life insurance.
- 401(k) plan with 4% matching.
- Free One Medical membership sponsored by us.
- Access to our EAP (Employee Assistance Program).
Flexible PTO
🌴
- Take as many vacation, sick, and mental health days as you need.
- 13 additional company holidays, plus 4 Transcend Days Off.
- Generous parental leave, caregiver, emergency, and compassionate leave policies.
Setting You Up For Success
💳 🥐
- A unique and diverse remote-first company culture, shaped by people with entrepreneurial mindset who build together and aim for excellence always.
- $360 a month for all meals.
- Flexible spending accounts for commuter costs, and healthcare expenses.
- Meaningful equity.
- Company retreats.
The Pay Range For This Role Is
99,000 - 107,000 USD per year(Remote)
