Remote Tech Support Specialist - Advanced Troubleshooter

Adaptive; New York (NY); A distancia; USD 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

401(k) match

Remote-friendly

Descripción de la vacante

Adaptive is a vertical AI company building the agentic operating system for the U.S. construction industry.

As a Technical Support Specialist, you will assist customers while taking ownership of advanced technical investigations, analyze logs, reproduce issues, diagnose integrations, and determine whether problems stem from user workflows, data discrepancies, or product defects. This role acts as a bridge between Support and Engineering and provides a defined path toward becoming a Technical

Formación

• 2 years technical support, tier-2 support, or SaaS troubleshooting experience.
• Required: Experience with QuickBooks Online.
• Strong debugging skills and comfort working with logs, data, and test environments.
• Excellent written communication for investigations and engineering escalations.
• Experience handling long-running technical cases.
• General understanding of construction industry financial processes (or aptitude for quick learning).
• Familiarity with customer communication platforms like Intercom.
• Demonstrated ability to learn complex systems and processes quickly.

Responsabilidades

• Handle customer support inquiries, including advanced technical issues requiring deeper analysis.
• Review logs, metadata, and internal dashboards to diagnose complex problems.
• Replicate customer-reported issues in sandbox environments.
• Troubleshoot integrations, with a strong emphasis on QuickBooks Online (QBO) sync behavior.
• Assess whether issues represent bugs, user errors, or workflow misunderstandings.
• Create clear, detailed escalation tickets for engineering with reproduction steps, logs, impact, and hypotheses.
• Manage multi-step investigations, ensuring timely follow-up with customers.
• Collaborate with engineering during escalations to provide context and add technical findings.
• Surface patterns and recurring issues in Product and Engineering.
• Produce detailed Help Center content focused on technical troubleshooting and integrations.

Conocimientos

Technical support

SaaS troubleshooting

QuickBooks Online

Log analysis

Clear communication

Herramientas

Intercom

Descripción del empleo

Adaptive is a vertical AI company building the agentic operating system for the U.S. construction industry.

As a Technical Support Specialist, you will assist customers while taking ownership of advanced technical investigations, analyze logs, reproduce issues, diagnose integrations, and determine whether problems stem from user workflows, data discrepancies, or product defects. This role acts as a bridge between Support and Engineering and provides a defined path toward becoming a Technical