Technical Support Engineer (TSE)

tl;dr: Fresh off a $15M Series A led by Accel (total funding now $20M+), Agave is experiencing hockey-stick growth. Our AI products are the fastest-growing part of the business: a third of new deals now include one, and we signed 8 new channel partnerships in the last month alone. We're hiring a hands-on, technical support engineer to become a true expert on the Agave Platform, own the support queue, and be the first responder to our customers when something breaks or is confusing. You’ll triage, diagnose, and resolve issues; improve our documentation and playbooks; and surface patterns that directly shape our product roadmap. You’ll work directly with our Solutions Engineers, PMs, and Engineers to define how support works at Agave — from SLAs and metrics to tooling and processes. If you like talking to customers, digging into technical details, and bringing order to chaos, you’ll be an excellent fit. Learn more about us here (link https://www.figma.com/slides/nlpdpvRj3iS2qbPXqkMQz0/Agave--Candidate-Pitch-Deck?node-id=5-610&t=jDDiUrnFNhn2TWMm-1). WHY ARE WE HIRING THIS ROLE? - We want support to be a first-class function, not an afterthought. We believe high-quality, fast, and honest support is one of our biggest levers for retention and referrals in construction. You will be the person who brings order to this: owning the queue, building processes, and giving us the confidence to scale to 1k+ customers without our quality dropping. If you want to see the impact of your work directly in customer outcomes and company growth, this is as direct as it gets. WHO YOU ARE 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 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. Nice to have - 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. Key Traits - 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. This role is NOT for you if: - You don’t want to become an expert: 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. - You prefer narrow, well-defined responsibilities: We give a lot of autonomy and visibility; the scope here will evolve quickly as we grow. - You want a low-intensity support role: 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. - You’re a late-riser: Our customers span North America, many are in ET. Our peak support hours are 8am-10am PT. BENEFITS Compensation - Equity: competitive equity, so you share in the upside you’re helping create. - Performance Bonuses: we offer annual performance bonuses when we hit company growth goals. For 2026, the bonus is 15% of your base salary or OTE. We've had these bonuses for the last 3 years, and expect to continue to have them in subsequent years. - 401(k): we match 100% of your contributions, up to 4% of your annual salary. Health & family - Healthcare: we cover 90% of your healthcare costs, with several plan options. We also cover a healthy portion of dependent costs. - HSA: a $100/month company contribution to your HSA. - Parental leave: up to 12 weeks of paid leave for all new parents, including adoptive and foster parents Where you work - Relocation: a sizable bonus if you’re moving to the Bay Area, plus an extra bonus for anyone (even current Bay Area residents) who moves within a 15-minute walk of our office. - Commuter benefits: pre-tax contributions toward commuting costs, and we cover the full cost of a Muni pass if you take public transit. - Office visits: company-sponsored trips to our SF HQ at least every other month. For remote teammates, we schedule trips to overlap during “remote visit” weeks so you get real time with the team. - Visa sponsorship: we sponsor visas (H1B, TN, etc.) for candidates who are a good fit. Perks - Food: breakfast and dinner stipends through DoorDash, plus a kitchen stocked with coffee, snacks, and drinks. - Gym: on-site gym with Peloton, squat rack, Tempo, Yoga setup, and more.   FREQUENTLY ASKED QUESTIONS (FAQS) What does a typical week look like? - 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. What won’t this role do? You won’t onboard new customers or be responsible for post-implementation account management, like expanding contracts, identifying churn risks, and deepening relationships with strategic customers. Our Customer Solutions Engineers will handle these and related responsibilities. How technical is this role? You won’t write code, but 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. If you’ve previously been the “technical person” on a CS/support team, this will feel familiar and a step-up in ownership. ABOUT THE INTERVIEW PROCESS At each stage, we decide and update you within 24hrs: 1. Intro (15min): informal chat for you to learn more about the role. We'll ask for details on your past projects and what you're looking for next. We want to know that you meet our basic requirements and can speak about your work clearly. You’re welcome to ask lots of questions about whether working at Agave makes sense for you. 2. Writing Exercise (45min): we provide two short prompts that you reply to in a Google Doc. Our goal is to quickly decide whether you understand our business and can write clearly, with minimum time required from you. 3. Experience (30min): we'll dive into the details of your recent work experience, asking questions to learn about what you've done. Our goal is to ensure you've worked on sufficiently complex projects to confirm you'll be successful if you join us full-time. We'll also reserve time to answer any questions you have about Agave. 4. Take home case study (1-2 hours): you’ll respond to a simulated Agave support scenario involving multiple customers and time-sensitive issues. We’re looking for clear written thinking, sound judgment under ambiguity, and accurate use of our documentation. 5. On-site (60min x 5, all 1:1 interviews) [In-Person in SF, we pay for the trip]: you'll interview with each co-founder and other members of our team. This will be a deeper dive into your experience and overall fit. Each interview is about 1hr, 45min for our questions and 15min for yours.