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Salary: USD 120,000 - 150,000 / annual
Avoca is an AI-powered conversational platform transforming how home service companies engage customers. The company handles high-value inbound calls—booking jobs, qualifying leads, driving revenue—at scale and consistency. Series B backed by Kleiner Perkins, Meritech, and General Catalyst with $125M raised and $1B valuation, Avoca has grown 10x in 2025 and scaled to 130+ employees across NYC and Santa Barbara.
As a Support Engineer, you own customer issues end-to-end: triaging tickets, debugging production systems, reasoning through configuration and data flow, and driving resolution with high autonomy. You'll work across classification logic, pricing, scheduling, availability, prompt behavior, and other configurable platform layers using internal tools and AI-assisted workflows. When issues reveal product gaps, you partner with Solutions Engineers and Engineering to surface patterns and push fixes upstream.
Key responsibilities include debugging independently by tracing system state and configuration across production; owning support tickets from first response through confirmed resolution; diagnosing issues spanning classification, pricing, scheduling, and objection handling; using internal tooling to investigate efficiently; maintaining operational rigor in triage and customer communication; and surfacing recurring failure patterns that inform product improvements.
You bring 3–6+ years in technical, execution-heavy roles (Support Engineer, Solutions Engineer, Implementation Engineer, or similar). You have strong debugging instincts, comfort in production environments without playbooks, familiarity with APIs, integrations, webhooks, and configuration-driven systems. You reason through complex system behavior from first principles, communicate clearly and directly, and bias toward ownership—solving problems rather than routing tickets.
You're self-motivated, entrepreneurial, and thrive in fast-moving, high-growth environments. You own processes end-to-end, balance multiple initiatives, work autonomously with ambiguity, and communicate proactively and effectively. You're collaborative, organized, efficient, and eager to work in-person at the NYC office full-time.
Compensation includes base salary, bonus, equity, comprehensive medical/dental/vision, 401(k), flexible PTO, company off-sites, daily in-office lunch, dinner when working late, commuter benefits, and workspace accommodations.
