Technical Support Hero

Devyce is disrupting the telecoms sector with a redesigned business phone network. As our first Technical Support Hero your main mission is to be the go-to expert for technical problems and to relentlessly seek ways to improve our processes through automation.

Skills / Experience 🤹🏽

(Almost) nothing here is a hard requirement, clearly the more the better but we certainly don't expect you to have it all:

• Either experience in working in a support role for a VoIP product, or come prepared/ask an LLM prior to the interview and demonstrate your ability to pick up technical, new ideas quickly.
• Excellent communication skills, both verbal and written
• Experience with Linear/JIRA type tools
• Experience with analysing data
• Experience with low/no-code products and a strong desire to automate away your job (so you can move into another role in the company!)
• Experience in a QA role
• Ability to work remotely. You must be self motivated and be hungry to tackle the next problem (unfortunately there’s always more work to do)
• Ability to think strategically in complex and difficult situations
• Strong sense of urgency and ability to prioritise tasks
• Be open and flexible on schedules
• Confident and understandable spoken English
• Able to do onboarding in our London office at least ½ the days in your first month or two; in our office 2+ days a month after that.

Job Role 📋

• As the first “Technical Support” hire you will initially be handling all of the day to day aspects of a second line support team - and as the company grows there will be scope to hire team members under you
• You’ll need to very quickly ramp up on our products and all things VoIP
• You will be providing second line support to our largest customers on a dedicated phone line and across slack - this may involve
  • Investigating call quality issues by looking at logs in Twilio
  • Troubleshooting and attempting to reproduce issues across our iOS/android/softphone apps and work with the engineering team to prioritise fixes
  • Explaining new features
  • Managing client expectations
• You’ll spend some time dealing with chargeback, refund and fraud issues
• You’ll need to be creative and proactive in implementing solutions to critical issues
• You’ll need to be comfortable visiting our clients at their offices (travel expensed) and installing desk phones as well as troubleshooting connectivity and network issues
• We’re hoping that you’ll be able to automate away a large part of your job - in this role there will be scope to move into a new role if you can make yourself redundant. This could lead into an internal business analyst role where you build internal tools to help support our AM and Sales team.
• As the company grows, you will hire and onboard new team members and support in onboarding new team members into adjacent roles
• We have sane, flexible working hours - even though we’re a fast growing startup we know it’s a marathon and not a sprint

Bugs 🐛

Perhaps these are red flags (and we'd all like to find that out sooner rather than later), but hopefully they're a list of things you're up for working on together.

• We’re a small startup and we currently have an engineer on call each week. We managed to build something that doesn’t break all the time, which is great, but it means that we currently have a rota of engineers acting as second line support (talk to us about how inefficient this is!). This means you’ll need to be able to identify which problems you can solve yourself, and which problems will need an engineer.
• We don’t have an awful lot of process - so you’ll need to identify areas we can improve, come with solutions, get buy in from the team and implement. You’ll work closely with Account Management and Engineering to identify common issues and propose solutions to these problems. Ideally you’d then build the solution too.
• There are quite a few processes that aren’t written down - things like how we add numbers from different countries and how much it costs per minute that we’d like to make more “self serve”
• There’s not an easy way for our sales team to see which features are available on which platform, so you’ll be answering product questions from the sales team - and help us build processes so they can find the information out themselves easily
• You’ll be a team of one to start with - and there’s no set timeline for when the team will expand, so there will be some grunt work and hectic periods as we grow

Devyce 📱

We’re currently around 20 people strong, roughly split evenly between developers and sales/ops.

We are based in London with a small office above Waterloo Station. However our dev team happens to be entirely remote across European time zones. If you'd prefer to be in the office we'll get you set up - the sales team are there Tues - Thurs, and a couple of our devs pop in weekly. You’ll probably need to go there from time to time (more than once a month), and our assumption is that for onboarding you’ll need to be there much more in your first month or two.

Our one hard requirement 🛑

Enthusiasm for our product and willingness to understand it, pitch in, suggest changes and improvements, and spot issues before they become problems.

We aim to keep the interview process as lightweight as possible. We're also open to contract-to-work and similar arrangements.

Quick email for information gathering

We want to check that we're pitching everything else at the right level, that you’ve given enough information for us to make a decision, and it also gives us time to look into what we might want to talk about if you've experience in areas we're unfamiliar with.

30 minute phone/technical chat with one of our team

Get to know you, tell you about the product.

60 minute interview with someone from the sales and engineering teams

Here we’ll deep dive into your skills and experience to understand how you’d excel at your role

On site ‘Super Day’

We’ll pay you to run support for a day, in our London office

30-60 minute chat with the founding team

Chance to meet us all and ask any questions about Devyce and the job role.