[Hiring] Technical Support Engineer @Agave

Role Description

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.

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.

Qualifications

• 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.
• Experience supporting a technical product (integrations, data pipelines, accounting, or similar) - Nice to have.
• Familiarity with APIs, data formats like JSON, and basic database concepts (tables, simple SQL queries) - Nice to have.
• Exposure to construction, accounting, or ERP/accounting systems - Nice to have.

Requirements

• 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.
• 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.
• 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.

Benefits

• 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.
• 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.
• Office Visits: we will provide company-sponsored trips to our HQ in SF at least every other month.