Lead Technical Support Engineer

Vantaca+HOAi•Wilmington, NC

3h•Remote

About The Position

The Technical Support Engineer at HOAi serves as the critical technical bridge between customers, Forward Deployment Engineers, and the core engineering team. This role exists to absorb and resolve technical escalations, diagnose complex issues before they cascade into customer-visible incidents, and build the knowledge base and tooling that enables scalable, high-quality support. You'll own the full lifecycle of technical issues—from rapid diagnosis through resolution, documentation, and prevention—while protecting engineering team velocity by handling what would otherwise be constant context switches and interruptions. The ideal candidate combines strong debugging skills with excellent communication abilities and an ownership mindset focused on finding, fixing, documenting, and preventing issues.

Requirements

2-4+ years hands-on experience with C#/.NET development and debugging
Writing queries, stored procedures, performance tuning, and data analysis in SSMS
Navigating codebases, using debugger, troubleshooting runtime issues
Using tools for API debugging to test and troubleshoot APIs
Parsing application logs to identify root causes and error patterns
Previous experience owning customer-facing technical issue resolution
Systematic approach to debugging complex technical issues
Ability to convey technical topics clearly to non-technical audiences
Juggling multiple priorities and working independently
Asking the right questions to get to root cause quickly
Thorough in investigation, documentation, and validation
Understanding customer frustration and maintaining professionalism under pressure
Creating clear, concise documentation that others can actually use
Working effectively across teams with different priorities
Quickly ramping up on new technologies and product features
Extreme ownership: Takes full responsibility for outcomes, not just inputs
Customer-focused: Balancing customer urgency with thorough resolution
Data-driven: Makes decisions based on metrics and evidence
Continuous learner: Stays current with evolving technologies and best practices
Quality-focused: Builds systems that are reliable, maintainable, and elegant
Velocity-minded: Balances speed with quality; ships and iterates

Nice To Haves

Working with webhooks, auth flows, and data synchronization
Property management software knowledge
Basic understanding of agent systems, prompts, and model behavior
Scripting/automation skills
Understanding of CI/CD, deployment processes, and cloud infrastructure
Following or defining incident response procedures

Responsibilities

Technical Issue Resolution
Troubleshoot C# code using debugger tools to identify and resolve bugs
Debug stored procedures within SQL Server Management Studio (SSMS) and resolve or escalate as appropriate
Investigate complex technical challenges including API failures, integration breaks, webhook issues, and authentication problems
Determine root cause through systematic debugging and diagnostic analysis
Implement fixes for simple issues directly; escalate complex issues with comprehensive context
Agent Platform Support
Diagnose and resolve issues specific to HOAi's agentic platform including AP/AR automations and homeowner support workflows
Troubleshoot HOAi Voice real-time agent issues including ASR/TTS problems and telephony integration challenges
Understand LLM/agent telemetry basics to identify performance anomalies and quality issues
Debug agent routing logic, context handling, and decision-making problems
Work with ERP integrations and data mapping issues
Monitor agent performance metrics and identify degradation before customer impact
Cross-Functional Collaboration
Collaborate closely with Customer Experience, Product and Engineering teams to translate customer pain points into technical solutions
Escalate critical issues with complete context (logs, repros, customer impact) to appropriate teams
Participate in sprint planning to represent support perspective on upcoming releases
Process Development & SLA Management
Monitor and improve SLAs for different priority levels and issue types
Create escalation criteria and clear handoff procedures
Track and report on SLA compliance and identify improvement opportunities
Analyze support trends to identify recurring issues and systemic problems
Quantify impact of common issues (frequency, customer count, revenue at risk)
Provide detailed feedback to Product and Engineering with prioritized improvement suggestions
Track bugs from customer report through engineering fix to deployment
Measure effectiveness of product changes in reducing support volume
Identify opportunities for product enhancements that would eliminate entire categories of issues
Continuous Improvement
Work within Engineering to automate and simplify support processes
Build internal tools and scripts that accelerate diagnosis and resolution
Identify opportunities to deflect tickets through better product design or documentation
Stay current on platform updates, AI developments, and new HOAi features
Share learnings across the support team to elevate overall technical capability
Participate in engineering team meetings and code reviews when relevant

Benefits

Medical, Dental, and Vision kick in day one.
Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year).
401K with Company Match.
Remote Flexible - come to the office when needed.
Great parental leave benefits.

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