Our Mission

Our goal is to bring easy and effective privacy solutions to the mass market. Winston encrypts, anonymizes and accelerates your home internet while blocking corporations and hackers from gaining access to your personal data. We’re developing new technologies to disrupt a $100 billion internet surveillance industry.

As the Technical Support Lead, you are driven by a desire to be helpful and a commitment to providing the best care possible to Winston’s customers. You work to deliver customer support that is a positive differentiator for Winston, both directly with customers and in support of other team members’ efforts. You represent Winston through the entire customer lifecycle, encouraging sales by helping prospective customers understand how Winston meets their needs and works within their network, guiding customers through their network setup, and troubleshooting issues that arise. And, you continually work to eliminate the need for customers to seek additional support.

This role currently reports to the Head of Customer Experience, and will actively overlap with and contribute to compatibility engineering and other customer experience activities. This includes a strong participation in compatibility testing and research, forum moderation, and product planning.

What you’ll do:

• Answer questions, troubleshoot, and proactively provide information that will improve each individual customer’s experience, typically by email, discussion forum, or chat, but also on occasion by phone.
• Test, research, and document compatibility and functionality issues.
• Translate customer issues into functional and technical requirements for the development team.
• Conduct pre-launch release testing.
• Moderate Community forums.
• Follow all Support Team processes
• Maintain composure, professionalism, and customer focus, while reassuring customers, providing timely, thorough, and well-thought-out responses, and resolving customers’ issues.
• Be a technical resource for other Winston team members.
• Work with the rest of the Winston team on an ongoing basis to refine internal processes and external-facing resources.
• Identify and escalate issues and trends as appropriate.
• Be flexible with your schedule to accommodate business needs.

The kind of person we’re looking for…

• Passionate about privacy.
• Does whatever is needed to win.
• Exhibits an attitude of extreme ownership.
• Excited by big goals and challenges.
• Accomplishes amazing amounts of work in short periods of time.
• Forms and articulates evidence-based opinions and strategies.
• Quickly learns and masters new tools.
• Equal parts quantitative and qualitative.

Other

• 5+ years experience providing technical support to consumers in a computer networking device company.
• 2+ years experience providing internal support to more junior technical resources.
• Deep understanding of networking technologies and how websites interact with each other:

1. Networking Concepts: NAT, encryption, port forwarding, firewalls, IP addresses, MAC address, domains
2. Network protocols: UDP, TCP, HTTP/S, DNS, TLS
3. Comfortable configuring, and installing modems, routers, network switches and home IoT devices like network cameras
4. Web browsers and cookies

• Experience contributing to the improvement of Support processes.
• Customer first attitude. 
• Ability to communicate well in writing and verbally with people of all technical abilities and translate technical concepts in non-technical language, when needed.

What we offer you

• A significant equity opportunity at a venture backed startup with massive growth potential
• Flexible work schedule
• Healthcare insurance
• Short and long-term disability insurance
• 401k