Technical Customer Support

The role We are hiring a technical customer support person with an owner's mentality. You will own support for QuickMail and Mailflow, our deliverability add-on. There is no first or second line. You are the first and last person our customers talk to.

Customers count on you to solve their problems and find the real cause when something breaks. You work closely with engineering, and you tell the founder what we need to know to make the product better: where the friction is and where the opportunities are.

The role covers the help desk, system health checks, testing new releases before they ship, and leading the weekly team meeting. It takes excellent communication, solid technical understanding and sharp critical thinking. This is not a script-reading job.

Most tickets involve deliverability, DNS records, LinkedIn automation or campaign setup. You dig into customer accounts in our Support Dashboard, reproduce the issue, then decide what to do and how to explain it to the customer. We are a remote team spread across time zones.

Most routine tasks have a written guide with a checklist, so you know what done looks like. You are expected to refine and improve those processes. When something new comes up, you work out the most efficient way to handle it.

If you want a lot of autonomy across many areas, real responsibility and a fast-paced environment, this role is for you.

What work looks like You own two things: customers get unstuck fast, and the product stays reliable Every day ⁠Set the day's support priorities and work the Help Scout queue for QuickMail and Mailflow. Triage, resolve, and dig deeper when a ticket needs it.

⁠Check the support dashboard: job queue, event-stream latency, blacklist status, newly purchased domains. If something is off, investigate, diagnose, and drive it to resolution. ⁠Review fraud alerts and disable accounts that are scams or abusing the platform.

Delighting customers Comfortable jumping on calls with customers, buil