quo - Technical Support Representative

• 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. • Experience with any of the following is helpful, though we don't expect candidates to know everything on day one: • 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