Hands-on AI Support Engineer – End-to-End Ownership

Avoca AI; New York (NY); Híbrido; USD 120.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, vision insurance

401(k) plan

Daily in-office lunch

Dinner after late shift

Commuter benefits

Wellness stipend

Standing desks

All core tools provided

Company off-sites

Descripción de la vacante

Avoca is seeking a hands-on Support Engineer to own customer issues end-to-end—from triage to resolution—across production systems. You’ll diagnose issues across classification logic and pricing, using internal tools and AI-assisted workflows to move fast.

This role emphasizes ownership, clear communication, and collaboration with Solutions Engineers and Engineering. Based in NYC, you’ll join an expanding team, with in-office meals and strong benefits.

Formación

• 3–6+ years in a technical, execution-heavy role (Support Engineer or similar).
• Strong debugging instincts in production environments.
• Familiarity with APIs, integrations, webhooks, and configuration-driven systems.
• Clear, direct communication — explain what happened, why, and what you did.
• Bias toward ownership; prefer solving the problem over routing the ticket.

Responsabilidades

• Debug independently by tracing system state, configuration, workflows, and data flow across production environments.
• Own support tickets from first response through confirmed resolution.
• Diagnose issues spanning classification logic, pricing and fees, scheduling, and configurable behaviors.
• Use internal tooling and AI-assisted workflows to investigate and resolve issues efficiently.
• Maintain high operational rigor in triage, prioritization, and customer communication.
• Surface recurring failure patterns to inform product and engineering improvements.

Conocimientos

Debug production systems

APIs & webhooks

Configuration-driven systems

Troubleshooting

Ownership & accountability

Descripción del empleo

Avoca is seeking a hands-on Support Engineer to own customer issues end-to-end—from triage to resolution—across production systems. You’ll diagnose issues across classification logic and pricing, using internal tools and AI-assisted workflows to move fast.

This role emphasizes ownership, clear communication, and collaboration with Solutions Engineers and Engineering. Based in NYC, you’ll join an expanding team, with in-office meals and strong benefits.