Technical Support Engineer – TSE

This is a fully remote position, open to applicants in California.

📋 Description

• Become knowledgeable about the Agave Platform.

• Manage the support queue and serve as the initial point of contact for customer inquiries.

• Assess, diagnose, and resolve customer issues effectively.

• Assist customers via email, in-app chat, and Zoom meetings.

• Enhance customer-facing documentation, including FAQs, videos, and playbooks.

• Identify recurring issue trends to inform the product roadmap.

• Work collaboratively with Solutions Engineers, Product Managers, Engineers, and Customer Solutions Engineers.

• Contribute to defining support SLAs, metrics, tools, and processes.

• Lead process enhancements and strategic initiatives.

• Allocate approximately 60% of your time to resolving customer issues, 20% to resource improvement, 10% to analyzing patterns and prioritizing fixes, and 10% on process enhancements.

• Utilize debugging logs and JSON data formats to track transformations and rectify misconfigurations.

• Note that onboarding new customers or managing post-implementation account expansions and churn-risk responsibilities is not part of this role.

⛳️ Requirements

• 2–8 years of relevant experience, preferably in B2B SaaS.

• At least 2 years in a customer-facing position such as support, Customer Success Management, solutions, or implementation.

• Proven experience in resolving complex, non-scripted customer issues.

• Demonstrated ability to manage a ticket or case queue and drive issues to resolution.

• Familiarity with APIs, JSON, and basic database concepts, including tables and simple SQL queries.

• Capability to work with debugging logs, error messages, sample payloads, data transformations, field mappings, and configurations.

• Willingness to learn construction industry terminology and address detailed queries from construction CFOs and controllers within 60–90 days.

• Excellent written communication skills with the ability to simplify complex issues.

• Availability to work during peak support hours from 8am to 10am PT.

• Prior experience in construction is not required.

🏝️ Benefits

• Competitive equity package.

• Annual performance bonuses; for 2026, 15% of base salary or OTE.

• 401(k) plan with 100% matching contributions up to 4% of annual salary.

• Healthcare coverage covering 90% of costs, with various plan options available.

• Coverage for a significant portion of dependent healthcare expenses.

• $100/month company contribution to Health Savings Account (HSA).

• Up to 12 weeks of paid parental leave for all new parents, including those adopting or fostering.

• Relocation bonus for moving to the Bay Area.

• Additional bonus for relocating within a 15-minute walk of the office.

• Pre-tax commuter benefits.

• Full reimbursement for a Muni pass for public transportation.

• Company-sponsored trips to the San Francisco headquarters at least every other month.

• Visa sponsorship (H1B, TN, etc.) available for qualified applicants.

• Stipends for breakfast and dinner through DoorDash.

• Fully stocked kitchen with coffee, snacks, and beverages.

• On-site gym featuring Peloton, squat rack, Tempo, yoga setup, and more.