Technical Support Engineer — SaaS & QuickBooks (Remote)

Adaptive Real Estate; New York (NY); Ibrido; USD 65.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive cash compensation

401(k) match

Remote-friendly environment

Descrizione del lavoro

Adaptive Real Estate is seeking a Technical Support Specialist to assist customers and lead advanced technical investigations. You will analyze logs, reproduce issues, diagnose integration failures, and determine whether problems stem from user workflows, data discrepancies, or product defects.

This role serves as a bridge between Support and Engineering and offers a defined path toward becoming a Technical Support Engineer, with a remote-friendly setup in the United States.

Competenze

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

Mansioni

• 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 emphasis on QuickBooks Online sync behavior.
• Assess whether issues are bugs, user errors, or workflow misunderstandings.
• Create clear escalation tickets for engineering with steps, logs, impact, and hypotheses.
• Manage multi-step investigations with timely follow-up with customers.
• Collaborate with engineering during escalations to provide context and findings.
• Surface patterns in Product and Engineering for improvements.
• Produce detailed Help Center content focused on technical troubleshooting and integrations.

Conoscenze

Technical support

SaaS troubleshooting

Debugging

Written communication

Case management

Construction finance knowledge

Intercom familiarity

Strumenti

QuickBooks Online

Intercom

Descrizione del lavoro

Adaptive Real Estate is seeking a Technical Support Specialist to assist customers and lead advanced technical investigations. You will analyze logs, reproduce issues, diagnose integration failures, and determine whether problems stem from user workflows, data discrepancies, or product defects.

This role serves as a bridge between Support and Engineering and offers a defined path toward becoming a Technical Support Engineer, with a remote-friendly setup in the United States.