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Agave, fresh off a $15M Series A led by Accel (total funding $20M+), is experiencing rapid growth with AI products now included in a third of new deals and 8 new channel partnerships signed in the last month. The company is hiring a Technical Support Engineer to own the support function as a first-class operation, not an afterthought.
You will be the primary responder to the customer support queue, triaging, diagnosing, and resolving issues for construction finance and operations leaders. Your responsibilities include:
- Own and manage the support ticket queue, driving issues to resolution independently
- Triage and diagnose customer issues, including technical problems with integrations, data pipelines, and accounting workflows
- Improve customer-facing documentation, FAQs, and playbooks to prevent future issues
- Identify patterns in support tickets and surface insights that shape the product roadmap
- Work directly with Solutions Engineers, Product Managers, and Engineers to define support processes, SLAs, metrics, and tooling
- Build and scale support processes to handle 1,000+ customers without quality degradation
Time allocation: 60% triaging and resolving issues, 20% improving documentation and resources, 10% cross-functional collaboration on patterns and product improvements, 10% process improvements and strategic projects.
You will not handle new customer onboarding or post-implementation account management; Customer Solutions Engineers own those responsibilities.
The role requires someone who is customer-centric, energized by 1:1 interactions via email, chat, and video, and comfortable with technical details. You'll work with APIs, JSON data formats, debugging logs, and basic database concepts. Peak support hours are 8am–10pm PT to cover North American customers, many in ET.
The company is based in San Francisco with a preference for in-person work, but remote candidates across the US are welcome. Remote employees receive company-sponsored trips to HQ at least every other month.
Benefits include competitive equity, 90% healthcare cost coverage, 100% 401k match (up to 4%), 15% annual performance bonuses, relocation bonuses, breakfast and dinner stipends, on-site gym, visa sponsorship, and commuter benefits.
REQUIREMENTS:
Must have:
- 2–8 years of experience, ideally in B2B SaaS
- 2+ years in a customer-facing role (support, CSM, solutions, or implementation) where you resolved nuanced, non-scripted issues
- Experience owning a queue of tickets or cases and driving them to resolution, not handing them off
Nice to have:
- Experience supporting technical products (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
Key traits:
- Customer-centric, calm under pressure, able to build trust quickly with busy customers
- Energized by people and 1:1 customer interactions
- Strong written and verbal communicator; able to explain complex issues in simple language
- Technically curious; comfortable learning APIs, integrations, and databases at a conceptual level
- Problem solver who enjoys digging into ambiguous issues and testing hypotheses
- Process-oriented; able to identify patterns and turn them into systems and workflows
- Comfortable with ambiguity and willing to help write playbooks rather than follow mature ones
- Fast learner; able to master industry jargon and answer in-depth questions from construction CFOs within 60–90 days
Not a fit if you: don't want to become an expert, prefer narrow well-defined responsibilities, want a low-intensity role, or are a late-riser (peak hours are 8am–10am PT).
