• Serve as the first point of contact for customer inquiries via email, chat, and ticketing systems. • Troubleshoot technical issues related to our platform, including configuration, integration, and connectivity questions. • Reproduce and document bugs, working closely with Engineering and Product teams to drive resolution. • Maintain and improve our knowledge base, FAQs, and support documentation. • Track and manage support tickets, ensuring SLAs are met. • Escalate complex technical issues to the appropriate teams while maintaining ownership of the customer relationship. • Gather and relay customer feedback to help shape product improvements. • Monitor system health and alerts, flagging anomalies as needed.

Role Description We're looking for someone who is excited to solve problems, communicate effectively, and create positive customer experiences. Do you thrive in fast-paced, autonomous environments? Are you eager to make an impact at a high-growth startup? As a Technical Support Representative at Quo, you'll play a key role in delivering exceptional service to our customers while shaping the future of our product. You’ll assist hundreds of customers weekly—answering questions, resolving technical challenges, and ensuring they’re getting the most out of Quo. Beyond customer support, you’ll provide product feedback to our engineering and design teams to help craft the best possible experience for our users. You’ll also have opportunities to work on projects that scale and improve our customer experience team—helping us grow smarter and faster. - Assist Quo customers and prospects through email, live chat, phone, and text. - Troubleshoot technical issues, collaborating with the engineering team for timely resolutions. - Proactively identify and recommend process improvements to streamline our operations. - Advocate for customer needs by turning feature requests and insights into actionable recommendations for the product team. - Identify high-growth accounts or sales opportunities, collaborating with the Customer Success team for follow-ups. - Keep internal documentation up-to-date to ensure smooth operations within the team. Qualifications - 1-3 years of experience in customer-facing roles (experience at a startup is a bonus). - Diverse paths of learning and growth, whether they involve a degree, certification, or relevant experience. - Empathy, creativity, and resourcefulness in tackling customer questions and challenges. - Exceptional writing skills with attention to detail and a friendly, approachable tone. - Comfortable navigating technical issues and excited to dive into the details to find solutions. - Eager to learn, adapt, and grow in this role and beyond. - Thrives in dynamic, fast-paced environments and enjoys working alongside a passionate team. Requirements - Flexible schedule within North America, with most roles starting around 7 - 9 AM PST and running for about 8 hours. - Open to working weekends, depending on the needs of the team.

• Investigate and resolve technical issues reported by enterprise customers, owning the issue from triage to resolution. • Analyze logs, reproduce issues, and dig into system behavior to identify root causes before escalating to Engineering. • Use AI tools actively as part of your investigation workflow, to speed up analysis, understand unfamiliar parts of the product, and document findings. • Communicate clearly with customers and internal teams throughout the support process. • Document issues, solutions, and recurring patterns to build institutional knowledge across a growing set of customer solutions. • Contribute to internal knowledge bases and playbooks that help the team handle new solutions faster. • Share customer feedback and product insights with the Product team.

Role Description Join zerohash as a Technical Support Engineer and help drive the efficiency of our global value transfer infrastructure. This role is perfect for a detail-oriented professional with a few years of experience who enjoys technical problem-solving and communicating directly with clients to make an immediate impact. You will play a key part in ensuring our digital asset and fiat transactions move seamlessly while using your technical skills to build internal improvements and processes. Responsibilities - Technical Troubleshooting: Deep-dive into complex code and client integrations to identify bugs, performance bottlenecks, and configuration issues. - Product Advocacy: Collaborate with Engineering to escalate and prioritize bugs, product gaps, and client feedback. - Tooling: Build internal tools, scripts, and dashboards to improve the efficiency of the support process and monitor API health. - Alerting: Create alerts, monitors, and runbooks to catch issues before they bubble into something bigger. - Incident Management: Provide support for our enterprise partners during incidents on critical applications and infrastructure issues. Qualifications - +3 years of experience in a technical client-facing support engineering, solutions engineering, or software development role. - Strong understanding of REST APIs, SDKs, websockets, and webhooks. - Ability to write SQL queries to retrieve and analyze data from internal databases. - Proficiency in one or more common programming languages, preferably Python, Javascript/Typescript, Golang, or Rust. - Experience with logging, documentation, ticket tracking, and SLA monitoring tools. - Ability to break down technical issues clearly to both technical and non-technical stakeholders. Preferred - Experience working with Docker, Kubernetes, and other infrastructure components. - Background in fintech, SaaS, or other fast-moving industries. - Basic understanding of blockchains, crypto, and web3 technologies. Benefits - Healthcare Insurance: zerohash covers roughly 100% of employee premiums as well as a portion of spouse/children (U.S. only). - Vision & Dental Insurance (U.S. only). - Chance to earn equity. - Maternity & Paternity leave (after 6 months). - WeWork All Access Membership. - WFH Yearly Stipend. - L&D Yearly Stipend (after 6 months).