Customer Support Engineer
Tin Can
contract
Posted on:
Location Type: Remote
Location: Washington • United States
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Salary
💰 $35 - $45 per hour
About the role
- Own escalated technical support cases across email, SMS, social DMs, and occasional phone calls.
- Diagnose and resolve issues related to device activation, account configuration, network connectivity, permissions, and user access using internal tools and documentation.
- Troubleshoot methodically, document findings, and ensure resolutions are accurate, timely, and repeatable.
- Maintain time-sensitive SLAs, including response time and resolution metrics.
- Create, update, and refine macros, response templates, and internal knowledge base articles to improve accuracy, consistency, and efficiency.
- Identify recurring issues or manual workflows and help document or implement automation opportunities.
- Deliver support that is technically precise and still empathetic—turning frustrating moments into confidence-building ones for customers.
Requirements
- Experience supporting consumer hardware or consumer technology products.
- Hands-on familiarity with device setup, activation flows, or basic networking concepts.
- Strong written and verbal communication skills, especially when explaining technical issues to non-technical users.
- Prior experience providing support via email, chat, SMS, or phone.
- Comfort working in modern support and collaboration tools (Front, G-Suite, Slack, Notion, etc.).
- A methodical, curious mindset—and the confidence to say, *“I don’t know yet, but I’ll investigate and follow up.”*
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
device activationaccount configurationnetwork connectivitytroubleshootingdocumentationautomationSLA managementtechnical support
Soft Skills
written communicationverbal communicationempathymethodical mindsetcuriosityproblem-solving