Technical Support Engineer
New
A
AgaveB2B SaaS / FinTech
Open to great candidates from any region in the US, Peak support hours are 8am-10am PT; customers are in North America, many in ET.Full-TimeMiddle
Salary$100K - $160K
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Job Details
- Experience
- 2-8 years
- Required Skills
- SQLRESTful APIsProblem SolvingJSONProcess improvementCustomer support
Requirements
- 2-8 years of professional experience, ideally in B2B SaaS.
- 2+ years in a customer-facing role such as support, CSM, solutions, or implementation.
- Proven experience owning a queue of tickets and driving them to final resolution.
- Ability to build trust quickly with finance and operations leaders.
- Strong written and verbal communication skills.
- Conceptual understanding of APIs, integrations, and database concepts.
- Ability to work with JSON payloads, error logs, and configurations.
- Comfortable working with ambiguity and helping define support playbooks.
- Ability to learn industry-specific jargon within 60-90 days.
- Available for peak support hours of 8am-10am PT.
Responsibilities
- Triage, diagnose, and resolve customer issues via email, in-app chat, and Zoom.
- Own the support queue, driving tickets and cases to resolution.
- Improve customer-facing documentation, playbooks, and FAQs.
- Collaborate with Solutions Engineers, PMs, and Engineers to improve support processes and tooling.
- Surface patterns from customer issues to influence the product roadmap.
- Define and maintain SLAs and metrics for the support function.
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