Customer Support Engineer

Tin Can • Seattle, WA

4d

About The Position

Here at Tin Can, we’re working to give kids the social independence we had growing up—without smartphones. We’ve built a modern version of the classic home phone, running on a private network with safety-first features and thoughtful design at the core.
As we continue to scale our product and support to more families, we’re looking for a contract Customer Experience Engineer to help us handle escalated issues and deliver technically sound, empathetic support.
The Role
This is a temporary, contract position focused on supporting customers through more complex or escalated technical issues. As a Customer Experience Engineer, you’ll combine strong troubleshooting skills with clear, compassionate communication—making sure even the most technical interactions still feel approachable and human.
You’ll play a critical role in maintaining service quality, meeting SLAs, and improving the systems and processes that power our support operation as we grow.

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.”

Responsibilities

• 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.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed