Product Support Specialist

Working at Thoropass

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 will provide enterprise-level assistance to our compliance experts and customers. You should be able to diagnose and troubleshoot issues that arise and escalate as needed. 

Ultimately, you will be a person our customers, our engineering team, and our support team trusts. They will rely on you to provide timely and accurate solutions to their technical problems.

Impacts you’ll deliver

Within 30 days:

• Working with internal engineering teams to diagnose issues and deliver solutions for customers
• Make your first improvement to the support process at Thoropass
• Communicate best practices for Thoropass software to customers

Within 60 Days:

• Ensure customers have the most up to date information about compliance
• Have primary responsibility for any issues in at least one area of the product
• Use technical abilities to identify systemic issues and drive resolutions through engineering

Within 90 Days:

• Make the team better through documentation, handbooks, and best practices 
• Give customers a way to to help themselves through customer-facing articles
• Own issue resolution metrics for your issues.

What You'll Do

•  Build an understanding of the mapping of content to customers in order to identify, troubleshoot, and communicate issues.
• Assist the CX team to upload content for designated compliance frameworks.
• Conduct detailed investigation & analysis of reported bugs to the Product/Engineering team and flag discrepancies from expected behavior.
• Prioritise bugs and requests by assessing the level of impact or time sensitivity to customers.
• Synthesize information between customers and Product/Engineering teams in a clear and easily understandable manner.
• Assist customers with more technical questions regarding the product usage and Experience.
• Manage the transfer of data and deletion of inactive (trial /churned) client organizations.
• Advise and assist on creating custom reports and metrics relevant to customer data and specific needs.
• Create and maintain Help Center documentation, team troubleshooting articles and bi-weekly product updates.
• Share your expertise with colleagues, advising on technical questions
• Respond to customers with the correct tone in tricky situations.
• Use the terminal and tools such as Datadog to review logs, as needed, for troubleshooting. 
• Become proficient in tools that map, permission and manage content.
• Propose ad hoc or creative solutions and/or fix issues in lieu of committing engineering resources.  

Skillsets/ Requirements

• Passionate about delivering an exceptional customer experience.
• Maintain composure and calm demeanor in high-stress situations while maintaining focus to resolve the issue as efficiently and effectively as possible.
• Strong verbal and written communication skills.
• 2+ years of working experience, ideally in a product support role.
• Experience creating training materials and also leading training sessions for internal and external teams.
• Technical competence with Gsuite and web tools.
• Familiarity using Jira and 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

Bonus Points

• Experience working with Datadog.
• Proficient in SQL / Python / Javascript.
• Retail Experience
• Experience with Content Management Systems 

LATAM Compensation:

• Competitive base salary
• Exceptional private healthcare
• Early equity in a fast-growing company
• Work-from-home model
• Flexible PTO
• Company-provided laptop
• Monthly wellness and home Wi-Fi stipend