Technical Support Specialist
New
A
AdaptiveConstruction technology
This role requires you to be based in the United StatesFull-TimeJunior
Salary$70K - $90K; $70K – $90K • Offers Equity; Estimated OTE $70K – $90K • Offers Equity
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Job Details
- Experience
- 2+ years technical support, tier-2 support, or SaaS troubleshooting experience
- Required Skills
- Data AnalysisDebuggingTechnical support
Requirements
- Have 2+ years of technical support, tier-2 support, or SaaS troubleshooting experience.
- Have experience with QuickBooks Online.
- Demonstrate strong debugging skills.
- Be comfortable working with logs, data, and test environments.
- Have excellent written communication skills for investigations and engineering escalations.
- Have experience handling long-running technical cases.
- Have a general understanding of construction industry financial processes or the aptitude to learn them quickly.
- Be familiar with customer communication platforms such as Intercom.
- Demonstrate the ability to learn complex systems and processes quickly.
Responsibilities
- Handle customer support inquiries, including advanced technical issues requiring deeper analysis.
- Review logs, metadata, and internal dashboards to diagnose complex problems.
- Replicate customer-reported issues in sandbox environments.
- Troubleshoot integrations, with a strong emphasis on QuickBooks Online (QBO) sync behavior.
- Assess whether issues represent bugs, user errors, or workflow misunderstandings.
- Create detailed engineering escalation tickets with reproduction steps, logs, impact, and hypotheses.
- Manage multi-step investigations and ensure timely customer follow-up.
- Collaborate with Engineering during escalations and provide technical findings.
- Surface recurring issues and patterns to Product and Engineering.
- Produce technical Help Center content focused on troubleshooting and integrations.
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