1mo ago

Technical Support Representative

HondurasRemotefull-timemid

Customer SupportOtherCustomer Service RepresentativeTechnical Support Representative

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Quick Summary

Key Responsibilities

Troubleshoot complex customer issues across Quo's web, desktop, and mobile experiences, including calling, messaging, account configuration, integrations, and connected system

Technical Tools

Customer SupportOtherCustomer Service RepresentativeTechnical Support Representative

About the Role

~1 min read

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, or 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.

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.

Technical troubleshooting experience: You have 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.
Systems thinking: You are comfortable troubleshooting problems that involve more than one application or service. You naturally think about where data originates, where it is supposed to go, and what could interrupt that flow.
API fundamentals: You understand the basics of REST APIs, HTTP methods and status codes, authentication, endpoints, parameters, and JSON requests and responses. You do not need to be a software engineer, but an API error should feel like something to investigate rather than something to immediately escalate.
Integration knowledge: You understand common concepts behind SaaS integrations, webhooks, permissions, field or contact syncing, and event driven workflows. Experience troubleshooting CRM or automation platforms such as HubSpot, Salesforce, Zapier, or similar tools is a plus.
Diagnostic thinking: You know how to turn an unclear report into a testable problem. You ask targeted questions, gather evidence, isolate variables, and work through likely causes in a deliberate order.
Technical communication: You can explain technical concepts clearly to customers without overwhelming them, while providing enough detail for technical customers to understand what is happening. You’re also able to connect events that transpire to engineering language for quick remediation.
Resourcefulness: You are comfortable using documentation, internal tools, logs, testing environments, and teammates to find answers when the solution is not immediately obvious.
Ownership and judgment: You know when to keep investigating, when to escalate, and what information another team will need to continue the investigation without starting over.
Customer empathy: You understand that a technical problem usually has a business impact behind it. You acknowledge that impact, communicate clearly, and keep the customer informed while you work toward resolution.
Adaptability: You enjoy working in a fast moving environment where products, tooling, and processes continue to evolve.
Schedule flexibility: We're flexible on your time zone within North America, but most roles start around 7 to 9 AM Pacific and run for approximately eight hours. We're looking for someone who is open to working weekends depending on the needs of the team.