SaaS Technical Support Specialist (APIs & Integrations)

Openkrill; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Quo is building an AI-powered platform that unifies calls, texts, and customer data for small businesses. We’re seeking a Technical Support Representative to troubleshoot complex product and technical issues across email, live chat, phone, and text, and to escalate clearly when needed.

You’ll investigate problems, gather evidence, test hypotheses, and resolve what you can independently. You’ll also help improve docs, tooling, and product experiences while staying customer-obsessed and adaptable

Qualifications

• 1–3 years of experience in technical support, SaaS support, or a similar customer-facing role.

Responsibilities

• 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 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 with impact, evidence, and expected vs actual behavior.
• Identify patterns across support cases and contribute to better documentation, tooling, workflows, and product experiences.

Skills

Technical troubleshooting

Systems thinking

API fundamentals

Integration knowledge

Diagnostic thinking

Technical communication

Resourcefulness

Ownership and judgment

Customer empathy

Adaptability

Schedule flexibility

Tools

Postman

HubSpot

Salesforce

Zapier

Jobber

Job description

Quo is building an AI-powered platform that unifies calls, texts, and customer data for small businesses. We’re seeking a Technical Support Representative to troubleshoot complex product and technical issues across email, live chat, phone, and text, and to escalate clearly when needed.

You’ll investigate problems, gather evidence, test hypotheses, and resolve what you can independently. You’ll also help improve docs, tooling, and product experiences while staying customer-obsessed and adaptable