Technical Support Representative

Overview

WAVV's looking for a Technical Support Rep who loves cracking open the dev console and figuring out why something's broken. We build embedded communications tech that lives inside the platforms sales teams already work in. That means our software runs in iframes, across sites we don't control, doing unpredictable things. When something misbehaves, we need someone who can roll up their sleeves, reproduce it, and figure out whether it's a real bug or a one-off before it ever touches a developer's plate.

• Be the first line of defense on technical tickets — triage, investigate, and resolve what you can before it reaches a developer
• Reproduce reported bugs and document clear, reliable repro steps (or confirm when something isn’t reproducible)
• Hop on a screen-share with a customer when you need to see the issue live, walk through it together, and pin down exactly what's going on
• Separate real, validated bugs from noise, then write up the keepers as tickets engineers actually want to receive — clear, specific, with the context they need to move fast
• Spot patterns — if the same issue keeps surfacing, flag it instead of closing it one ticket at a time

• 1–3 years in technical support, QA, or a similarly hands-on troubleshooting role
• Strong instinct for reproducibility — you don't just believe a bug report, you go confirm it
• Clear, precise writer who can turn a messy customer report into a clean, actionable ticket
• Comfortable getting on a call with a customer to reproduce an issue live — calm, friendly, and good at guiding someone through troubleshooting steps
• Genuinely curious and persistent — you'd rather find the root cause than route the ticket away