Technical Support Specialist ($40-50k / year)

 If you don't think you meet all the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team. You may be asked to provide a short video. We recommend not beginning the application until you are in a suitable setting. 


 



 
Highlights


 



 ⚖️  Join a meritocracy, no politics needed (nor welcomed)

💻 Work remotely, and join us for our yearly team retreat In Thailand.


 



 📖 We practice open-book management (understand how the business works and why what you work on really matters for our clients)


 



 
Company 🚀


 



 QuickMail is one of the leading cold email outreach solutions for sending business-to-business cold emails. It is used by small and medium businesses worldwide to reach out to potential clients and grow their businesses.


 



 Our clients are composed of Entrepreneurs, Founders, Growth Marketers & Agencies.


 



 QuickMail was started in 2014. We are 100% self-funded and composed of a small group of highly driven co-workers.


 



 
About the role


 



 As part of our Customer Support team, you’ll be the first point of contact for our users as well as prospecting users who have questions before signing up.


 



 We pride ourselves to be highly knowledgeable support representatives, with a clear goal to find the best solution for our users (not just answering tickets). So you will need to be curious by nature and able to solve problems by using logic.


 



 You will be expected to spend 20% of your time QA testing to use your analytical skills to thoroughly test all fixes, features, and enhancements created by the dev team.


 



 For both aspects of your role, deep understanding must be pursued and maintained. We go above and beyond, so the role includes being knowledgeable not just in the software but also in our integrations (e.g. HubSpot, PipeDrive, Zapier), and the email ecosystem (e.g. cold outreach, DNS settings to maximize deliverability, and changes from email service providers that can impact our customers or operation to name some).


 



 Your responsibilities will include:


 



 
Solving the problem of our users with the best solution possible (including workarounds)
 
Developing a deep understanding of how Quickmail.io works. You are willing to become an expert, knowing the system inside out
 
Writing technical documentation for our knowledge base
 
Investigate the user’s key objectives, and driving their adoption of Quickmail.io’s functionality beyond the expected
 
Provide training and continued support through highly effective relationship management, centered on the customer experience
 
Develop a deep technical understanding of the email ecosystem (what is SPF, DKIM, able to read email source, know what is imp[acting deliverability...)
 
Manually testing fixes, features, and enhancements for anything that times out, crashes, or leads to server or console errors, as well as visual bugs
 
Debugging graphQL queries using the inspector tool
 
API testing using Postman
 
Creating bug reports to help the developers understand where the issue is coming from and how to replicate it


 



 Must-haves


 



 
Always curious and going beyond the surface level of understanding
 
Comfortable giving feedback with the intention to help and receiving feedback without justifying the action behind the feedback
 
Can take informed decisions without waiting for a go signal
 
Strong analytical and problem-solving skills
 
A fast and reliable internet connection and a good computer (at least 32 GB RAM) with a webcam
 
Demonstrate that you have great attention to detail by entering koala when asked what is your favorite animal
 
A fluent English speaker who is also good at writing (grammar, spelling, and punctuation)
 
Comfortable working in Europe or EST US time zone


 



 Bonus points


 



 
Knowledge of Ruby, Python, or Selenium
 
Experience working as a QA tester in SaaS or other email software
 
Experience working in a fully-remote team
 
Knowledgeable in the email ecosystem. (SPF, DKIM, and DMARC records, email deliverability, etc.)


 



 Benefits


 



 ⚖️ You'll join a meritocracy, with no politics, and bring your best self.


 



 📖 You'll get a lot of context and learn about the business side as we practice open-book management.


 



 🌴 1 team retreat per year for work and fun (we fly everyone to one location for a week).


 



 📚 We focus on learning and personal growth ($100/mo budget for learning/books/courses + invite expert speakers to top up our skills).