Technical Support Engineer (TSE)

Summary

Agave is a company building a platform for construction businesses. The Technical Support Engineer will become an expert on the Agave Platform, own the support queue, triage and resolve customer issues, improve documentation and processes, and surface recurring patterns to inform the product roadmap. The role works closely with Solutions Engineers, product managers, and engineers to establish scalable support operations.

Responsibilities

• 60% of your time triaging and resolving customer issues
• 20% improving customer-facing resources (e.g. docs, FAQs, videos) so the next issue is easier
• 10% working with product, engineering, and CSEs to review patterns, prioritize fixes, and improve our setup/onboarding flows
• 10% on process improvements and strategic projects

Skills

• 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)
• Energized by people: you will work 1:1 with customers via email, in-app chat, and on Zoom; you are energized by building relationships and helping customers accomplish their goals with Agave
• 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
• Our customers choose us because we deeply understand their workflows and systems. If you only enjoy surface-level relationship work and not the details, this won't be a good fit
• We give a lot of autonomy and visibility; the scope here will evolve quickly as we grow
• This role will be busy and high-leverage; you'll handle a lot of volume and context and be expected to make good decisions independently
• Our peak support hours are 8am-10am PT, so we'll expect this role to be online and active by 7am PT
• You will be expected to work with debugging logs, understand JSON data formats, and trace data transformations to resolve issues. You'll read error messages, look at example payloads, understand how two systems map fields to each other, and help customers correct misconfigurations
• 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

Qualifications

Must Haves

• 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)
• Energized by people: you will work 1:1 with customers via email, in-app chat, and on Zoom; you are energized by building relationships and helping customers accomplish their goals with Agave
• 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
• Our customers choose us because we deeply understand their workflows and systems. If you only enjoy surface-level relationship work and not the details, this won't be a good fit
• We give a lot of autonomy and visibility; the scope here will evolve quickly as we grow
• This role will be busy and high-leverage; you'll handle a lot of volume and context and be expected to make good decisions independently
• Our peak support hours are 8am-10am PT, so we'll expect this role to be online and active by 7am PT
• you will be expected to work with debugging logs, understand JSON data formats, and trace data transformations to resolve issues. You'll read error messages, look at example payloads, understand how two systems map fields to each other, and help customers correct misconfigurations

Nice to Haves

• 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

Benefits

• • Visa: we sponsor Visas (H1B, TN, etc.) for candidates who are a good fit!
• Offers Equity
• Sign-on bonus
• Healthcare: we cover 90% of your healthcare costs with several plan options.
• 401k: we match 100% of your contributions, up to 4% of annual salary.
• Performance Bonuses: we offer annual performance bonuses when we hit company growth goals, which are a % of your base salary. These are large, meaningful rewards that scale with the amount we grow in a particular year.
• Relocation: sizable relocation bonus for folks currently located outside of the Bay Area, and a bonus for anyone (even within the Bay Area) who moves within a 15-minute walk of our office.
• Breakfast & Dinner, delivered: breakfast and dinner stipends through DoorDash. Plus a kitchen stocked with coffee, snacks, drinks, and more.
• Gym: on-site gym with Peloton, squat rack, Tempo, Yoga setup, and more.
• Visa: we sponsor Visas (H1B, TN, etc.) for candidates who are a good fit!
• Commuter benefits: employees can make pre-tax contributions toward commuting costs, and we'll cover the full cost of a Muni pass for those using public transit.
• Remote possible: we’re open to remote candidates for this role. While all of our team is in-person (we’ve been in person since day one!) and we have a preference for in-person candidates, we’re open to great candidates from any region in the US.
• Office Visits: we will provide company-sponsored trips to our HQ in SF at least every other month. We'll coordinate trips for other remote employees to coincide during “remote visit” weeks to maximize your touchpoints with teammates.