Technical Support Engineer (TSE)
About The Position
Agave is seeking a hands-on Technical Support Engineer (TSE) to become an expert on the Agave Platform. This role involves owning the support queue, acting as the first responder to customer issues, and triaging, diagnosing, and resolving problems. The TSE will also contribute to improving documentation and playbooks, and identifying patterns to inform the product roadmap. This position offers the opportunity to work closely with Solutions Engineers, Product Managers, and Engineers to shape the support function at Agave, including defining SLAs, metrics, tooling, and processes. The ideal candidate is passionate about customer interaction, technical details, and bringing structure to complex situations.
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 or cases and driving them to resolution.
- Comfortable learning how APIs, integrations, and databases work at a conceptual level.
- Ability to work with debugging logs, understand JSON data formats, and trace data transformations.
- Ability to read error messages, look at example payloads, and understand field mapping between systems.
- Willingness to be online and active by 7am PT due to customer time zones.
- Ability to learn industry jargon and answer in-depth questions from construction CFOs and controllers within 60-90 days.
Nice To Haves
- Experience supporting a technical product (integrations, data pipelines, accounting, or similar).
- Familiarity with APIs, data formats like JSON, and basic database concepts (tables, simple SQL queries).
- Exposure to construction, accounting, or ERP/accounting systems.
Responsibilities
- Own the support queue and act as the first responder to customer issues.
- Triage, diagnose, and resolve customer issues.
- Improve customer-facing resources such as documentation, FAQs, and videos.
- Collaborate with product, engineering, and Customer Solutions Engineers (CSEs) to review patterns, prioritize fixes, and enhance setup/onboarding flows.
- Contribute to process improvements and strategic projects within the support function.
- Become a true expert on the Agave Platform.
Benefits
- Healthcare: 90% coverage with several plan options.
- 401k: 100% match up to 4% of annual salary.
- Performance Bonuses: annual bonuses based on company growth goals.
- Relocation bonus for individuals located outside the Bay Area and for those moving within a 15-minute walk of the office.
- Breakfast and dinner stipends through DoorDash.
- Stocked kitchen with coffee, snacks, and drinks.
- On-site gym with various equipment.
- Visa sponsorship (H1B, TN, etc.).
- Commuter benefits: pre-tax contributions for commuting costs and full Muni pass coverage for public transit users.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
