Technical Support Engineer

Agave
San Francisco
Workplace: RemoteFull timeUSD 100,000 - 165,000 annuallyFunction: Customer Support (Service Desk)Experience: 1+ yearsSkills: ["Customer-centric","Communication","Problem-solving","Process orientation","Fast learning"]

Own the customer support queue for a fast-growing construction-focused SaaS platform, serving as the first responder when issues break or confuse users. Triage, diagnose, and resolve technical and operational problems, while improving documentation and playbooks. Partner with Solutions Engineers, PMs, and Engineers to shape SLAs, metrics, tooling, and processes—turning recurring patterns into product roadmap improvements.

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FursaFursa
Agave
Agave
9 months ago

Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own the customer support queue for a fast-growing construction-focused SaaS platform, serving as the first responder when issues break or confuse users. Triage, diagnose, and resolve technical and operational problems, while improving documentation and playbooks. Partner with Solutions Engineers, PMs, and Engineers to shape SLAs, metrics, tooling, and processes—turning recurring patterns into product roadmap improvements.
Location: San Francisco
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own the support queue and triage customer issues, diagnosing and resolving them first-response.
  • •Improve customer-facing resources such as documentation and FAQs to reduce repeat issues.
  • •Collaborate with Solutions Engineers, PMs, and Engineers to define support operations, SLAs, and metrics.
  • •Use debugging logs and example payloads to trace data transformations and understand misconfigurations.
  • •Surface recurring issue patterns to help prioritize product fixes and onboarding improvements.

Pay and Benefits

Salary: USD 100,000 - 165,000 annually
Equity and Bonus:Equity
Perks:Health Insurance401kAnnual BonusRelocationRemote WorkGym MembershipCommuter Benefits

Key Requirements

  • •2-8 years of experience, ideally in b2b SaaS.
  • •2+ years in a customer-facing role (support, CSM, solutions, or implementation) resolving nuanced, non-scripted issues.
  • •Experience owning a queue of tickets/cases and driving issues to resolution.
  • •Familiarity with APIs and data formats like JSON, plus basic database concepts (tables, simple SQL).
  • •Exposure to construction, accounting, or ERP/accounting systems.
Experience:1+ yearsB2b SaaSConstructionAccounting
Skills:Customer-centricCommunicationProblem-solvingProcess orientationFast learning
Tech Stack:APIsJSONSQLDatabasesZoomGoogle Docs

Eligibility

Visa:H1BTN
Work Authorization:Sponsorship available.

Company Brief

Agave
Agave operates a talent platform that connects companies with vetted software engineers and product teams for remote, contract, and full-time engagements, streamlining hiring and team scaling with curated matching and onboarding support.
Industry: Recruitment Agencies
Website