Technical Support Engineer; TSE

tl;dr: Fresh off a $15M Series A led by Accel (total funding now $20M+), Agave is experiencing hockey‑stick growth. Our AI products are the fastest‑growing part of the business: a third of new deals now include one, and we signed 8 new channel partnerships in the last month alone. We're hiring a hands‑on, technical support engineer to become a true expert on the Agave Platform, own the support queue, and be the first responder to our customers when something breaks or is confusing.

You’ll triage, diagnose, and resolve issues; improve our documentation and playbooks; and surface patterns that directly shape our product roadmap. You’ll work directly with our Solutions Engineers, PMs, and Engineers to define how support works at Agave — from SLAs and metrics to tooling and processes. If you like talking to customers, digging into technical details, and bringing order to chaos, you’ll be an excellent fit.

Learn more about us here (
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• We want support to be a first‑class function, not an afterthought. We believe high‑quality, fast, and honest support is one of our biggest levers for retention and referrals in construction. You will be the person who brings order to this: owning the queue, building processes, and giving us the confidence to scale to 1k+ customers without our quality dropping. If you want to see the impact of your work directly in customer outcomes and company growth, this is as direct as it gets.

• 2-8 years of experience, ideally in b2b SaaS.
• 2+ years in a customer‑facing role (support, CSM, solutions, or implementation) where you helped customers resolve nuanced, non-scripted issues.
• Experience owning a queue of tickets or cases and driving them to resolution, not just handing them off.

• Experience supporting a technical product (integrations, data pipelines, accounting, or similar).
• Familiarity with APIs, data formats like JSON, and basic database concepts (tables, simple SQL queries).
• Exposure to construction, accounting, or ERP/accounting systems.

• Customer‑centric. You’re good with people, calm under pressure, and able to build trust quickly with busy customers (finance and operations leaders at construction companies).
• Energized by people: you will work 1:1 with customers via email, in‑app chat, and on Zoom; you are energized by building relationships and helping customers accomplish their goals with Agave.
• Strong communicator. You write crisp, clear emails and tickets. You can explain complex issues in simple language and know when to ask follow‑up questions vs. guess.
• Technically curious. You’re comfortable learning how APIs, integrations, and databases work at a conceptual level. You don’t need to be an engineer, but you don’t shy away from JSON payloads, logs, or configs.
• Problem solver. You like digging into ambiguous problems, breaking them down, and testing hypotheses instead of just trying random fixes.
• Process oriented. You notice patterns and turn them into simple systems: checklists, templates, or workflows that make the next issue easier.
• Comfortable with ambiguity. You’d rather help write the playbook than be handed a mature one. You’re okay not knowing the answer at first and working it out.
• Fast learner. No construction experience required, but you should be able to learn industry jargon and answer in-depth questions from construction CFOs and controllers within 60–90 days.

• You don’t want to become an expert:
  Our customers choose us because we deeply understand their workflows and systems. If you only enjoy surface‑level relationship work and not the details, this won’t be a good fit.
• You prefer narrow, well‑defined responsibilities:
  We give a lot of autonomy and visibility; the…