Technical Support Engineer (US)

tl;dr: Fresh off a $15M Series A led by Accel (total funding now $20M+), Agave is growing fast and scaling the team. 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).

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.

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.