[Hiring] Technical Support Representative @Quo

Role Description

Do you love figuring out why something isn't working? At Quo, Technical Support goes deeper than answering product questions. Our customers connect Quo to the other tools they run their businesses on, and when something breaks, the answer is not always sitting in a settings menu.

You might be investigating:

• Why an API request is returning an error
• Why a webhook is not reaching its destination
• Why an integration is syncing some records but not others
• Why calls behave differently for one user, device, or network

We're looking for someone who is curious, methodical, and comfortable following a problem across multiple systems until they understand where it is actually breaking.

As a Technical Support Representative, you'll work directly with customers across email, live chat, phone, and text to troubleshoot complex product and technical issues. You'll investigate problems, gather the right evidence, test hypotheses, and resolve what you can independently. When an issue requires Engineering, you'll make sure the escalation is clear, reproducible, and actionable.

You'll also help us identify patterns in customer issues and turn what you're learning into better documentation, tooling, processes, and product experiences.

Some of the things you’ll do:

• Troubleshoot complex customer issues across Quo's web, desktop, and mobile experiences, including calling, messaging, account configuration, integrations, and connected systems.
• Investigate API and integration issues involving REST APIs, authentication, request and response payloads, HTTP status codes, permissions, configuration, and data syncing.
• Troubleshoot webhooks and event driven workflows by validating configuration, reviewing event payloads and delivery behavior, and isolating where a workflow is breaking between systems.
• Diagnose issues across multiple layers of a customer environment, including Quo configuration, third party applications, devices, browsers, networks, and carrier or telephony behavior.
• Gather logs, timestamps, request details, account configuration, reproduction steps, and other diagnostic information needed to investigate and resolve technical issues.
• Test hypotheses systematically rather than relying on guesswork, and clearly explain both the problem and the resolution to customers with different levels of technical experience.
• Recognize when an issue requires escalation and provide Engineering with a concise, reproducible report that includes impact, evidence, troubleshooting completed, and expected versus actual behavior.
• Partner with Engineering, Product, and CX Operations to identify recurring defects, confusing product behavior, integration gaps, and opportunities to improve the customer experience.
• Identify patterns across support cases and improve internal troubleshooting guides, documentation, workflows, and tooling.
• Maintain clear ownership of customer issues to the point of resolution through each of your responses, including setting expectations and communicating progress when an investigation spans multiple teams or points of contact.

Qualifications

• 1 to 3 years of experience in technical support, SaaS support, implementation support, or another customer facing technical role where you were responsible for diagnosing issues rather than simply following predefined scripts.
• Comfortable troubleshooting problems that involve more than one application or service.
• Understanding of the basics of REST APIs, HTTP methods and status codes, authentication, endpoints, parameters, and JSON requests and responses.
• Understanding common concepts behind SaaS integrations, webhooks, permissions, field or contact syncing, and event driven workflows.
• Ability to turn an unclear report into a testable problem, ask targeted questions, gather evidence, isolate variables, and work through likely causes in a deliberate order.
• Ability to explain technical concepts clearly to customers without overwhelming them.
• Resourcefulness in using documentation, internal tools, logs, testing environments, and teammates to find answers.
• Judgment on when to keep investigating, when to escalate, and what information another team will need.
• Understanding that a technical problem usually has a business impact behind it.
• Enjoyment of working in a fast moving environment where products, tooling, and processes continue to evolve.
• Flexibility in schedule, open to working weekends depending on the needs of the team.

Requirements

• Experience with API testing tools such as Postman.
• Reading and interpreting JSON, APIs, webhooks or event driven integrations.
• CRM integrations, particularly HubSpot or Salesforce and Jobber.
• VoIP, telecommunications, or network troubleshooting.
• Log investigation and bug reproduction.
• Writing technical documentation or Engineering escalations.

Company Description

We're a remote-first company with a culture of trust, autonomy, and action. As we rapidly grow, we're intentionally building communities in a handful of hub cities while continuing to hire great talent wherever they happen to live. If you're looking for a place to do your best work, we'd love to hear from you.

We are committed to creating an inclusive and diverse work environment. It is important that you are able to bring your authentic self to work every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.