Technical Support Engineer (SaaS) — Own the Queue & Drive Impact

Agave; EUA; Remoto; USD 80.000 - 110.000; Tempo integral

Benefícios oferecidos por esta vaga

Healthcare

401k

Performance bonus

Relocation bonus

Breakfast & Dinner

Gym access

Visa sponsorship

Commuter benefits

Remote-friendly

HQ visits

Resumo da vaga

Agave, a growing SaaS platform serving construction finance, is hiring a hands-on, technical support engineer to become an expert on the Agave Platform. You’ll own the support queue, triage and resolve issues, and be the first responder when customers face problems or confusion.

Work with Solutions Engineers, PMs, and Engineers to shape how support works—from SLAs to tooling. If you enjoy talking to customers, digging into technical details, and bringing order to chaos, you’ll be a great fit.

Qualificações

• 2–8 years of experience in a B2B SaaS environment.
• 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.

Responsabilidades

• Triages, diagnoses, and resolves customer issues.
• Improves docs and playbooks; contributes to product roadmaps.
• Defines support processes, SLAs, and metrics with the team.

Conhecimentos

Customer-facing

Technical troubleshooting

JSON basics

SQL basics

Ferramentas

APIs

JSON

SQL

Descrição da vaga

Agave, a growing SaaS platform serving construction finance, is hiring a hands-on, technical support engineer to become an expert on the Agave Platform. You’ll own the support queue, triage and resolve issues, and be the first responder when customers face problems or confusion.

Work with Solutions Engineers, PMs, and Engineers to shape how support works—from SLAs to tooling. If you enjoy talking to customers, digging into technical details, and bringing order to chaos, you’ll be a great fit.