Own and manage the customer support queue, triaging and resolving technical issues involving APIs, JSON, and SQL. Collaborate with Product and Engineering teams to improve documentation, processes, and product workflows. Requires strong troubleshooting skills and comfort with technical data without production code development.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
TECHNICAL SUPPORT ENGINEER Job Type: Full-Time Location: San Francisco, CA Work Arrangement: On-site or Remote Salary: $100,000–$160,000/year Openings: 1 Visa Sponsorship: Available; TN sponsorship supported, H-1B sponsorship considered About the Role We are seeking a Technical Support Engineer to become a technical expert on the the Platform and take ownership of the customer support experience.
In this role, you will be the first responder when customers encounter technical issues. You will triage, diagnose, troubleshoot, and resolve customer problems, while also improving documentation, support processes, and troubleshooting playbooks.
You will work closely with Solutions Engineers, Product Managers, and Software Engineers to identify recurring issues, improve customer workflows, and help shape product improvements. This is a hands-on role for someone who enjoys working directly with customers while also digging into technical problems.
What You'll Do
- Own and manage the customer support queue.
- Triage, investigate, and resolve technical customer issues.
- Analyze error messages, debugging logs, and system behavior.
- Work with JSON data and example payloads to troubleshoot issues.
- Trace data transformations and understand how systems map fields between one another.
- Help customers identify and correct configuration issues.
- Work with Product, Engineering, and Customer Solutions teams to identify recurring problems.
- Surface customer feedback and technical patterns that can influence the product roadmap.
- Create and improve customer-facing documentation, FAQs, videos, and troubleshooting resources.
- Develop support processes, playbooks, SLAs, metrics, and tooling.
- Identify opportunities to improve onboarding and setup workflows.
- Participate in strategic projects and continuous process improvement.
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Typical Week Your time will generally be divided as follows:
- 60%: Triaging and resolving customer issues
- 20%: Improving customer-facing documentation and resources
- 10%: Collaborating with Product, Engineering, and Customer Solutions teams
- 10%: Process improvements and strategic projects
Technical Requirements This role does not require software development or writing production code, but you should be comfortable working with technical systems and troubleshooting data. You should be comfortable with:
- APIs
- JSON data formats
- SQL
- Debugging logs
- Ticketing systems
- Error messages and technical troubleshooting
- Data transformations and field mapping
- System configuration and integrations
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Candidates who have previously served as the technical resource on a Customer Support, Customer Success, or Technical Support team may be particularly well suited for this role. What This Role Does Not Include This position is focused on technical support and issue resolution. You will not be responsible for:
- Onboarding new customers
- Post-implementation account management
- Contract expansion
- Identifying strategic account growth opportunities
- Managing customer relationships after implementation
These responsibilities are handled by the Customer Solutions team. What We're Looking For The ideal candidate is someone who:
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- Enjoys solving technical problems.
- Communicates clearly with customers.
- Can investigate an issue from the available information and determine the likely cause.
- Is comfortable working with technical data without necessarily being a software developer.
- Has strong attention to detail.
- Can manage multiple support requests and prioritize effectively.
- Enjoys creating documentation and improving processes.
- Works effectively with Product and Engineering teams.
- Is comfortable operating in a fast-growing environment.
- Takes ownership and follows issues through to resolution.
Compensation & Benefits Salary: $100,000–$160,000 per year Equity: Competitive equity package Employment: Full-time Work Arrangement: On-site in San Francisco or remote if located outside the Bay Area Visa Sponsorship Agave is open to visa sponsorship and visa transfers.
- TN visa sponsorship: Supported
- H-1B: Considered based on candidate circumstances and long-term fit
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