Founding Technical Support Engineer

Description

• Energized by people: you will work 1:1 with customers via email, in-app chat, and on Zoom; you are energized by building relationships and helping customers accomplish their goals with Agave.
• 10% working with product, engineering, and CSEs to review patterns, prioritize fixes, and improve our setup/onboarding flows.
• 20% improving customer-facing resources (e.g. docs, FAQs, videos) so the next issue is easier.

Requirements

• Exposure to construction, accounting, or ERP/accounting systems.
• 60% of your time triaging and resolving customer issues.
• Problem solver. You like digging into ambiguous problems, breaking them down, and testing hypotheses instead of just trying random fixes.
• Familiarity with APIs, data formats like JSON, and basic database concepts (tables, simple SQL queries).
• 2+ years in a customer-facing role (support, CSM, solutions, or implementation) where you helped customers resolve nuanced, non-scripted issues.
• You don’t want to become an expert: Our customers choose us because we deeply understand their workflows and systems. If you only enjoy surface-level relationship work and not the details, this won’t be a good fit.
• Experience supporting a technical product (integrations, data pipelines, accounting, or similar).
• Strong communicator. You write crisp, clear emails and tickets. You can explain complex issues in simple language and know when to ask follow-up questions vs. guess.
• Customer-centric. You’re good with people, calm under pressure, and able to build trust quickly with busy customers (finance and operations leaders at construction companies).
• 2-8 years of experience, ideally in b2b SaaS.
• Technically curious. You’re comfortable learning how APIs, integrations, and databases work at a conceptual level. You don’t need to be an engineer, but you don’t shy away from JSON payloads, logs, or configs.
• Fast learner. No construction experience required, but you should be able to learn industry jargon and answer in-depth questions from construction CFOs and controllers within 60–90 days.
• Experience owning a queue of tickets or cases and driving them to resolution, not just handing them off.
• Process oriented. You notice patterns and turn them into simple systems: checklists, templates, or workflows that make the next issue easier.

Benefits

• 10% on process improvements and strategic projects.
• You prefer remote work: we’re based in San Francisco and believe being in-person every day helps us move faster and serve customers better.’’
• Our support queue is organized, with clear priorities and nothing aging out unnoticed.

Training + Development

Interview process

Visa Sponsorship

Security clearance