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 RoleThis 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 DoIn 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.
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.”
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What We Do
Tin Can is a screen-free phone for kids that gives them the independence to call friends and family—without giving them a smartphone. Built like a modern landline, Tin Can connects over Wi-Fi and uses a simple mobile app for parents to control who can call in and out. There’s no browser, no app store, no camera, no spam—just voice. It’s a safer, saner way for kids to communicate and gain a bit of freedom without the baggage of adult tech. We believe that real connection doesn’t require a screen. And that childhood is better when it’s full of imagination, not notifications. Tin Can started in one neighborhood in Seattle, where we hand-installed 40 early prototypes and watched them spread by word of mouth. Now, Tin Can is being used by kids in over 30 states—with no marketing, no paid ads, just families telling other families. We’re growing fast, and so is the movement of parents looking for a better way to let their kids be independent, without handing over the internet in their pocket. Our newest Tin Can is fully custom hardware, designed from the ground up to be beautifully simple. It works out of the box, connects through our app, and comes with smart features like emergency calling, quiet hours, and a free Can2Can plan that lets any two Tin Cans call each other with no subscription required. Tin Can is built for the 4–13 age range—when kids are old enough to want a phone, but not quite old enough to manage one. We’re on a mission to bring back the freedom of the old-school landline, updated for today’s families.
