Technical Support Engineer (TSE)

Agave is hiring a hands-on Technical Support Engineer to become an expert on its platform, own the support queue, and serve as the first responder to customer issues. The role involves diagnosing and resolving technical problems, improving support resources and processes, and sharing customer issue patterns with product and engineering teams.

Responsibilities:

• Owning the support queue
• Triage, diagnose, and resolve issues
• Improve our documentation and playbooks
• Surface patterns that directly shape our product roadmap
• Define how support works at Agave — from SLAs and metrics to tooling and processes

Requirements:

• 2-8 years of experience, ideally in b2b SaaS
• 2+ years in a customer-facing role (support, CSM, solutions, or implementation) where you helped customers resolve nuanced, non-scripted issues
• Experience owning a queue of tickets or cases and driving them to resolution, not just handing them off
• 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)
• 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
• 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
• Problem solver
• You like digging into ambiguous problems, breaking them down, and testing hypotheses instead of just trying random fixes
• Process oriented
• You notice patterns and turn them into simple systems: checklists, templates, or workflows that make the next issue easier
• Comfortable with ambiguity
• You'd rather help write the playbook than be handed a mature one
• You're okay not knowing the answer at first and working it out
• 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 supporting a technical product (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