Customer Support Engineer

About Tin Can

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.

What You'll Do

In this role, you’ll be trusted to handle higher-complexity support work and help us continuously improve how support operates:

• 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 We’re Looking For

We’re looking for someone who’s comfortable getting into the weeds, while still communicating clearly and kindly:

• 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.”