Remote Technical Support Specialist – SaaS & QuickBooks

Adaptive; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible, remote-friendly work

401(k) match

Competitive cash compensation

Job summary

Adaptive is a vertical AI company building the agentic operating system for the construction industry and seeking a Technical Support Specialist in the United States. You’ll handle advanced technical investigations, including log analysis and issue reproduction, determining whether problems stem from user workflows, data discrepancies, or product defects.

This role forms a bridge between Support and Engineering and offers a defined path toward becoming a Technical Support Engineer, with

Qualifications

• 2+ years of technical support, tier-2 support, or SaaS troubleshooting experience.
• Required: Experience with QuickBooks Online.
• Strong debugging skills and comfort 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.

Responsibilities

• 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.

Skills

Technical support

SaaS troubleshooting

Excellent written communication

Ability to learn complex systems

Intercom familiarity

Tools

QuickBooks Online

Intercom

Job description

Adaptive is a vertical AI company building the agentic operating system for the construction industry and seeking a Technical Support Specialist in the United States. You’ll handle advanced technical investigations, including log analysis and issue reproduction, determining whether problems stem from user workflows, data discrepancies, or product defects.

This role forms a bridge between Support and Engineering and offers a defined path toward becoming a Technical Support Engineer, with