Technical Support Engineer — SaaS Frontline Champion

Agave; San Francisco (CA); Hybrid; USD 100,000 - 160,000; Full time

Benefits offered by this job

Equity

Healthcare

401k

Performance bonuses

Relocation

Breakfast & Dinner

Gym

Visa sponsorship

Commuter benefits

Remote work possible

Office visits to SF

Job summary

Agave is hiring a hands-on, technical support engineer to become a true expert on the Agave Platform. You will own the support queue and be the first responder when something breaks or is confusing, triaging, diagnosing, and resolving issues while improving our docs and playbooks.

You’ll work with Solutions Engineers, PMs, and Engineers to define support processes, SLAs, and tooling, helping scale to 1k+ customers while maintaining quality.

Qualifications

• 2-8 years of experience in b2b SaaS.
• 2+ years in a customer-facing role resolving nuanced, non-scripted issues.
• Experience owning a queue of tickets or cases and driving them to resolution.

Responsibilities

• Triage, diagnose, and resolve customer issues.
• Own the support queue and be the first responder to customers.
• Improve documentation and playbooks; surface patterns to shape product roadmap.
• Collaborate with Solutions Engineers, PMs, and Engineers on support processes and SLAs.

Skills

B2B SaaS experience

Customer-facing

Queue ownership

APIs

JSON

SQL basics

Tools

APIs

JSON

SQL basics

Job description

Agave is hiring a hands-on, technical support engineer to become a true expert on the Agave Platform. You will own the support queue and be the first responder when something breaks or is confusing, triaging, diagnosing, and resolving issues while improving our docs and playbooks.

You’ll work with Solutions Engineers, PMs, and Engineers to define support processes, SLAs, and tooling, helping scale to 1k+ customers while maintaining quality.