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WatchGuard Technologies

Customer Care Representative

Customer Support – Seattle, Washington
Department Customer Support
Employment Type Regular Full Time

 A day in the life…

This position requires the ability to work graveyard shifts (11PM/12AM - 7AM/8AM local time).

You are part of an important team on the front line of WatchGuard’s licensing and accounts system. On an average day your will receive incoming calls from our partners and end users, and will answer licensing and account related questions. You will create new, as well as take existing cases from our online customer support system to resolve various issues. You will work with the contact on the case until the issue is resolved, or delegate work to other teams within the organization, all depending on what you find during your initial investigation of the issue. Empathy, attention to detail, and great communication skills are your most valuable tools when working in customer care, and will be used multiple times throughout a typical day. Each day has new challenges and adventures, but you’ll find the team to be fun and upbeat, and our office to be an inviting environment where you will grow, and learn new things every day. 

Position Overview

This position requires the ability to work graveyard shifts (11PM/12AM - 7AM/8AM local time).

You are in a pivotal role on a rapidly growing team on the forefront of network security. Your strong customer service background will give you the foundation you need to succeed in this role.  On a typical day, you will assist our customer base with administrative issues including but not limited to website access, product activation, RMA processing, and many other vital aspects in the operation of our products. You will be part of a team that works as a cohesive unit to meet and exceed team, departmental, and corporate goals. Most days are fast-paced and extremely challenging and your ability to thrive in an ever-changing environment will give you the tools you need to navigate through the maze of daily responsibilities.

Duties and Responsibilities

  • Ability to work graveyard shifts (11PM/12AM - 7AM/8AM local time).
  • Provide exceptional customer support to all WatchGuard customers by following the Mission, Vision, and Value statements for both the department and the corporation
  • Be accountable to and respectful of departmental and corporate policies and procedures
  • Uphold company Privacy Policy guidelines regarding customer data
  • Work as a cohesive team member to ensure everyone’s professional growth and career satisfaction
  • Assess customer’s support status to determine eligibility for hardware and software support
  • Analyze, evaluate, and determine urgency of customer reported issues and provide support as appropriate
  • Resolve administrative support situations including but not limited to database administration, account maintenance, activation issues, product ownership issues, and product returns
  • Using appropriate communication skills, manage customer issues ensuring they do not escalate to point of no return
  • In conjunction with peers, consistently evaluate workload requirements, processes, and procedures and report improvement opportunities to management
  • Candidate will be expected to share weekend, holiday, and overtime coverage needs with the team 


  • 2-3 years in a customer service role, preferably in a support center environment
  • Ability to work graveyard shifts (11PM/12AM - 7AM/8AM local time).
  • Excellent telephone skills and experience with in a high call-volume atmosphere
  • Excellent decision making and problem-solving capability in a very fast-paced environment
  • Excellent communication skills, both written and verbal, as well as excellent organizational skills
  • Effective inter-departmental communication skills that allow expedient resolutions to customer reported issues
  • Must be able to lead by example with consistent attendance and a superior work ethic
  • Must be able to effectively switch between tasks and conversations with little to no disruption to the task(s) at hand
  • Must have the ability to work with little to no supervision with a personal drive to take the initiative and help our customers
  • Ability to communicate effectively with remote team members in Seattle, WA (USA); Mississauga, ON (CAN); and The Hague, Netherlands (EMEA), along with possible expansion locations
  • Ability to work with all levels of knowledge and experience within the corporate family and uphold strong professional demeanor always

Educational Requirements

  • High School Diploma or equivalent required
  • Customer service training and experience is required
  • CRM and data entry experience (Salesforce and Microsoft Dynamics GP a plus)
  • Must be proficient in Microsoft Office products with an emphasis on Excel, Word, and Outlook

Working Conditions

  • Ability to work graveyard shifts (11PM/12AM - 7AM/8AM local time).
  • Position works primarily in an office environment sitting for extended periods at a time
  • Candidate may be required to work weekends and bank holidays
  • Overtime may be required as workload permits


Why Work for WatchGuard?

At WatchGuard we create smart security, simply done. We’re a leader in building cyber security hardware, wireless, and cloud solutions that protect small and midsize businesses, and distributed enterprises worldwide. Our award-winning network security solutions provide layered, enterprise-grade protection that is easy to deploy and manage. Whether you are an industry veteran, or at the beginning of your career, now is an amazing time to work in the security industry, and there’s never been a better time to be at WatchGuard.

We love solving the industry’s toughest challenges, and our innovation keeps our customers ahead of increasingly sophisticated hackers, which has fueled record revenues. We’re heavily reinvesting in the company and driving rapid acceleration across all aspects of our business. As a result, our employee base has nearly doubled in the last three years, organically and through acquisition. 

Our company culture places intense focus on our customers and employees. From the newest employee to our CEO, you'll find that each person at WatchGuard embodies our core values: accountability, passion for success, community building, and maintaining a customer focus in all things. 

 WatchGuard Technologies is privately backed by equity firms Vector Capital and Francisco Partners, and has headquarters in Seattle, Washington, with offices throughout North America, Europe, Asia Pacific, and Latin America.

As an Equal Opportunity Employer, we are committed to a diverse workforce. 

WatchGuard participates in e-verify.

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  • Location
    Seattle, Washington
  • Department
    Customer Support
  • Employment Type
    Regular Full Time
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