Technical Support Engineer

Remote

For millions of teams working in dozens of industries, day-to-day business gets done on the phone. So why — despite the huge leaps we've taken in design and usability — does most business phone software still look, feel, and act like it was born in the 90s? OpenPhone is changing that.


We’re a new type of business phone with a mission to help people communicate better and be more productive.


We’re backed by Y Combinator and some of the best venture firms around including Tiger Global, Craft Ventures, Slow Ventures, and others. We take pride in providing an exceptional customer experience and a product people love, which is why we’re excited that our customers have rated us the #1 VoIP Provider on G2.


OpenPhone is the modern, sophisticated answer to the clunky, outdated phone systems that have been slowing down businesses for years. With thousands happy customers and several rounds of funding in just five years, it's safe to say we're onto something big.


At OpenPhone, we're looking for a Technical Support Engineer who embodies the technical know-how and the heart and soul of what makes our team unique. This role is for the problem-solvers, the empathetic listeners, and those who thrive in a collaborative environment. With skills in SQL, Zendesk, Linear, and Jira, coupled with a proven track record of process improvement and a desire to grow, you'll be at the forefront of delivering exceptional customer experiences. If you're passionate about using your technical expertise to make a real impact, have a knack for innovative problem-solving, and excel in communication, we'd love to hear from you. Join us in shaping the future of business communication with empathy, creativity, and teamwork at your core.


Key Responsibilities


  • Provide top-notch technical support to OpenPhone customers through various channels including email, phone, Zoom, and chat.
  • Collaborate with Product, Engineering, and Revenue teams to identify, report, and resolve complex technical issues, ensuring platform quality and reliability.
  • Develop and maintain up-to-date technical documentation and knowledge base articles to aid customers and team members.
  • Stay abreast of new technology updates related to OpenPhone and carriers to offer informed support.
  • Support Revenue teams with technical insights during pre and post-sales activities, including customer demos, sales calls, and troubleshooting during meetings.
  • Proactively identify and address potential issues to prevent them from affecting customers.
  • Contribute to front-end tooling changes and feature implementations, enhancing tool efficiency and user experience.


Tools And Technologies


  • Retool (low/no code platform) for tooling changes and feature development, requiring a basic understanding of HTTP requests/endpoints and Admin API, along with JavaScript scripting/debugging skills.
  • Datadog for monitoring and troubleshooting, with a basic grasp of HTTP requests/endpoints.
  • Data Analysis using SQL on Snowflake for issue resolution, user migrations, and understanding complex data schemas.
  • Troubleshooting skills to debug transpiled TypeScript code, requiring an ability to understand console errors and a foundational understanding of the codebase.


Requirements


  • Technical proficiency with a strong software, hardware, and networking troubleshooting background.
  • Excellent organizational skills to manage multiple tasks and collaborate effectively with internal teams and customers.
  • Superior communication skills, capable of presenting complex information clearly and concisely.
  • Strong problem-solving abilities, with a knack for identifying issues and implementing effective solutions.
  • Familiarity with Windows and macOS operating systems and understanding of networking concepts and protocols.
  • Experience with scripting languages and automation tools.
  • Technical support certification or related field qualification is a plus


As a fully remote company, we thrive asynchronously as a team. We are curious, ambitious, and dedicated to our work. We value trust above all else, and have a strong bias for action. If you're looking for a place to do your life's work, please get in touch. We'd love to hear from you.


And remember, there's no such thing as a 'perfect' candidate. We're looking for optimists with grit and determination, who are excited to face the challenges of a growing startup. OpenPhone is the type of company where you can grow, and we encourage you to apply for this role even if you don't think you meet all the requirements.


We are committed to creating an inclusive and diverse work environment. It is important that you are able to bring your authentic self to work every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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