Technical Support Engineer

 ☎ Community Phone

Community Phone’s simple mission is to make the phone more powerful, one call at a time. Our customers include tens of thousands of small businesses and consumers. They choose us because we are the only reliable and flexible desk phone provider on the market. And because our customer support is unmatched. Magic begins when our customers (literally) plug in their phones – our business customers hit growth milestones and our consumers connect with their family members seamlessly.

As a Y-Combinator graduate, we’ve achieved product market fit and are growing our team, which is spread across 15 countries and even more time zones.

🌟 About the role

Community Phone is looking for a Technical Support Engineer who will diagnose and resolve technical problems, ensure smooth technology operations, and deliver excellent customer service.

Our stack: Typescript/Javascript, React, Python/Django

🚀 You will…

• Identify and diagnose technical issues reported by users, sometimes pushing code to solve them

• Engage directly with customer

• Take ownership of issues from start to finish, showcasing comprehensive problem-solving skills

• Maintain detailed records of support requests, troubleshooting steps, and resolutions to improve support processes

• Participate in product conversations with internal teams based on feedback from customer interactions

• Work directly with Customer Success, Product, and Sales teams to provide a world-class experience for our customers

• Utilize tools like Sentry, Datadog, and Celery for efficient issue monitoring

• Make an impact and be part of our small product team

🏆 You are…

• A full-stack engineer with 3+ years of previous technical troubleshooting and/or programming experience

• Self-motivated, detail-attentive, and have a desire for continuous learning

• A critical thinker who defaults to a customer-centric approach and is able to independently tackle problems

• Ideally: Bring expertise in telephony and real-time voice systems. Examples would include Discord Voice App, SIP, or similar technologies is a plus.

💙 Community Phone Culture

Community Phone has a customer-obsessed culture. We are looking for team members who love our product and mission and see the remote first environment as a bonus. 

Beyond the job description, here are some traits members of our team share:

We value Curiosity and learning in our employees. We promote open-mindedness, embrace mistakes, and encourage challenging questions for personal growth. We create a culture of continuous learning to empower our team to tackle challenges and excel in their roles.

Efficiency in everything. We operate lean, optimizing resources to improve our products and deliver a world-class customer experience. We prioritize value over excess, embodying a scrappy and resourceful spirit to achieve our mission and values.

We prioritize taking decisive action over deliberation, recognizing that building a world-class product requires pushing personal limits and taking risks. We believe that a Bias Toward Action is essential for achieving our goals and delivering exceptional results to our customers.

We strive for Transparency and prioritize open, Direct communication. This helps us resolve issues quickly and build strong relationships with our stakeholders.

We take our work seriously and see it as a reflection of who we are. We're always looking for ways to improve and are open to feedback. We approach our work with a sense of ownership and a desire to deliver the best possible results. By embodying a Founder Mindset, we're able to achieve our goals and create exceptional products.

We value a Caring Mentality. Our customers come first, and we collaborate to provide exceptional service. We prioritize teamwork over personal accolades, fostering a customer-focused culture that drives our success and promotes a supportive work environment.

visit about us for more info!

Join our team and help us lead the market with delightful customer experiences and a supportive, collaborative work environment. If our values resonate with you, we would love to have you on board!

Our salary ranges are determined by role, level, and location.