Support Engineer

Avoca AI; New York, Northern (NY, KY); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Debug production systems

APIs & webhooks

Configuration-driven systems

Troubleshooting

Ownership & accountability

Job description

We build AI tools for the service pros running a $1 Trillion+ industry. They deserve software that works as hard as they do.

Our founders, Tyson and Apurva, grew up answering phones for their moms' businesses. They learned early that for small businesses, a missed call is a lost job.

We're building Avoca to help home service pros win every job and grow on their own terms.

Who's backing us

Backed by the investors defining the next era of AI and vertical software.

How we work

We're obsessed with our customers. We talk to them daily, sit with their teams, and build to solve their problems. We know the stakes. Fast pace is a given.

We meet customers where they are: flying out to their call centers and showing up at industry conferences.

Our Values

Customer Obsession

Seek team members who act decisively when encountering problems rather than dwelling on them.

Prioritizing collective success over individual ambitions.

Solutions Not Problems

Focus on making things better, especially given constant new challenges.

Come join us

Defining the AI front office for a $1 Trillion+ industry. 100 people and growing. Backed by top investors.

We're in Union Square together every day. Lunch on us, and benefits built to support the best work of your career.

The people at Avoca are the reason I'm here. Not the market, not the tech stack, the people. These are the people I call when things get hard, not about code, about life.

The people at Avoca are the reason I'm here. Not the market, not the tech stack, the people. These are the people I call when things get hard, not about code, about life. Rong Ye Software Engineering

I get to work alongside people who genuinely care about the product, each other, and the businesses we serve. Real trust, real ownership, and a team that celebrates wins together. Selling something that actually transforms how home services companies operate makes it easy to show up fired up every morning.

Avoca is the first company where I've felt like I'm on the cusp of something great. I've been at other startups, but I've never been around a more brilliant team, and I genuinely learn something new every day. We bring the same urgency our clients bring to their clients, and they feel it.

Avoca is the first company where I've felt like I'm on the cusp of something great. I've been at other startups, but I've never been around a more brilliant team, and I genuinely learn something new every day. We bring the same urgency our clients bring to their clients, and they feel it. Nina Udeagha Technical Account Manager

Everything you need to do your best work - and live a great life outside of it.

Health & Insurance

Comprehensive coverage, multiple plan options.

Disability & Life

Short and long-term disability fully covered.

Build wealth alongside the company.

Equity

Time Off

Recharge whenever you need to.

Flexible PTO

Unlimited time off plus 10 company holidays.

Paid time to bond with your new addition.

We feed you while you focus.

Work

Everything you need to ship great work.

Every tool you need, fully covered.

In-Office Culture

High trust, high ownership. We have each other's backs.

Commute

Transit and parking covered.

Late-Night Rides

Uber home on us.

Location

Address

55 5th Ave #1701, New York, New York , 10003

Full time

Location Type

On-site

Department

Customer Success

Compensation

At Avoca, we believe compensation should reflect the value people bring and set them up to share in what we're building. Our total compensation package includes a competitive base salary, equity, and a comprehensive benefits suite covering medical, dental, and vision insurance, a company-sponsored 401(k), flexible PTO, and daily in-office meals. Final compensation is determined by experience, skills, and qualifications, and our recruiting team will walk you through the full details as you move through the process.

About Avoca

Avoca is transforming how home service companies engage with their customers. Our AI-powered conversational agents handle every high-value inbound call, from booking jobs, qualifying leads, and driving higher revenue, all at a speed and consistency unmatched by human call centers.

We're a Series B startup backed by Kleiner Perkins, Meritech Capital, General Catalyst, and other top-tier investors, with $125M raised and a $1B valuation. We grew 10x in 2025 and have scaled to 130+ employees in under two years across our NYC headquarters and Santa Barbara office.

In a $1T+ market where 85% of missed calls go to competitors, we're building the category-defining platform for AI-driven customer engagement, serving the largest brands in home services. With high-energy, in-office teams in both locations, every hire here has an immediate and visible impact.

About the Role

Customers don't remember when things work, but they remember when things break and how fast you fix them. As a Support Engineer at Avoca, you're the person who makes that moment go well.

This is a hands-on, high-autonomy role. You'll own customer issues end-to-end: triaging incoming tickets, debugging production systems, reasoning through configuration and data flow, and driving problems to resolution, often without needing to hand anything off. You'll work across classification logic, pricing, scheduling, availability, prompt behavior, and other configurable layers of our platform, using internal tools and AI-assisted workflows to move fast.

When issues reveal deeper product gaps, you'll partner with Solutions Engineers and Engineering to surface patterns and push fixes upstream. Your judgment directly shapes customer trust, product reliability, and our ability to scale.

What You'll Do

Debug independently by tracing system state, configuration, workflows, and data flow across production environments.

Own support tickets from first response through confirmed resolution, no tossing over the fence.

Diagnose issues spanning classification logic, pricing and fees, scheduling, objection handling, and other configurable behaviors.

Use internal tooling and AI-assisted workflows to investigate and resolve issues efficiently.

Maintain high operational rigor in triage, prioritization, and communication with customers.

Surface recurring failure patterns that inform product and engineering improvements.

What You'll Bring

3-6+ years in a technical, execution-heavy role: Support Engineer, Solutions Engineer, Implementation Engineer, or similar.

Strong debugging instincts and comfort operating in production environments where you won't always have a playbook.

Familiarity with APIs, integrations, webhooks, and configuration-driven systems.

The ability to reason through complex system behavior from first principles, not just follow runbooks.

Clear, direct communication — you explain what happened, why, and what you did about it.

A bias toward ownership. You'd rather solve the problem than route the ticket.

Who You Are

Self-motivated, entrepreneurial, and comfortable operating in fast-moving, high-growth environments.

Thrives on owning processes end-to-end and balancing multiple initiatives simultaneously.

Autonomous, self-directed, and comfortable working with ambiguity.

A proactive and effective communicator.

You are collaborative, organized, and efficient.

Eager to work in person at our NYC office full time.

Comprehensive medical, dental, and vision insurance

Company-sponsored 401(k) through Vestwell

Company-wide off-sites

Daily in-office lunch through Parkday

Dinner covered when working late

Commuter benefits and late-night rideshare

Monthly wellness stipend

Standing desks and workspace accommodations available on request

All core tools and software provided

Compensation: The expected base salary for this role is $120,000-$150,000 with final compensation based on experience, skills, and qualifications determined during the interview process. Avoca's total compensation package includes base salary, bonus, equity, and a comprehensive suite of benefits and perks. Our Recruiting team will share the full details as you progress through our hiring process.

Why Avoca

At Avoca, you’ll be part of a team that’s building a category-defining company at the center of a massive market opportunity. We’re a fast-moving, collaborative team with a culture designed for builders who thrive on speed, iteration, and impact.

Avoca provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.