Technical Support Representative

• 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 failures between systems
• Diagnose issues across customer environments, 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
• Test hypotheses systematically and explain problems and resolutions to customers with different levels of technical experience
• Escalate issues to Engineering with concise, reproducible reports including 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 customer experience improvements
• Identify patterns across support cases and improve troubleshooting guides, documentation, workflows, and tooling
• Maintain ownership of customer issues through resolution across multiple teams or points of contact
• Support customers through email, live chat, phone, and text

• 1 to 3 years of experience in technical support, SaaS support, implementation support, or another customer-facing technical role
• Comfortable troubleshooting problems involving multiple applications or services
• Understanding of REST APIs, HTTP methods and status codes, authentication, endpoints, parameters, and JSON requests and responses
• Understanding of SaaS integrations, webhooks, permissions, field or contact syncing, and event-driven workflows
• Ability to troubleshoot CRM or automation platforms; experience with HubSpot, Salesforce, Zapier, or similar tools is a plus
• Ability to turn unclear reports into testable problems, gather evidence, isolate variables, and identify likely causes
• Ability to explain technical concepts clearly to customers and connect events to engineering language
• Comfortable using documentation, internal tools, logs, testing environments, and teammates to find answers
• Ability to determine when to investigate further, escalate, and provide necessary information to another team
• Customer empathy and ability to communicate impact and progress clearly
• Adaptability in a fast-moving environment
• Flexible schedule and openness to working weekends depending on team needs
• Experience with API testing tools such as Postman is helpful
• Experience reading and interpreting JSON, APIs, webhooks, or event-driven integrations is helpful
• Experience with CRM integrations, particularly HubSpot, Salesforce, and Jobber, is helpful
• Experience with VoIP, telecommunications, or network troubleshooting is helpful
• Experience with log investigation, bug reproduction, technical documentation, or Engineering escalations is helpful

• Remote-first company
• Flexible time zone within North America
• Opportunity to work remotely
• Trust, autonomy, and action culture
• Growth opportunities
• Inclusive and diverse work environment