Technical Support Representative

Small businesses represent 99.9% of all companies, yet they're still forced to choose between clunky, outdated enterprise phone systems or their personal phones. This multi-billion dollar market has been overlooked for decades, left to cobble together solutions that slow them down instead of helping them grow. Quo is changing that. We bring calls, texts, and customer information together into one easy-to-use, AI-powered platform. We’re not just building a phone system. We’re setting a new standard for how businesses connect with their customers. Driven by our values, we move fast, build with determination, and obsess over delivering value to the businesses that have been underserved for far too long. Today, Quo is trusted by more than 120,000 companies and rated #1 in customer satisfaction on G2 . We’re backed by Y Combinator, Tiger Global, Craft Ventures, Slow Ventures, and other top-tier investors. It’s safe to say we’re onto something big. About the role 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. 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. …