{"id":4027651,"url":"https://alion.io/job/adaptive-technical-support-specialist","title":"Technical Support Specialist","company":{"id":4410,"name":"Adaptive","domain":"adaptive.com","url":"https://alion.io/company/adaptive","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"D","score":52,"open_postings":10,"ghost_share":0.8,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":70000,"max":90000,"currency":"USD","period":"year","gross":null,"usd_annual":90000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false},{"name":"QuickBooks","optional":false}],"status":"live","first_seen_at":"2026-11-10T16:24:51Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-10T17:30:52Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"What we do\nAdaptive is a vertical AI company of 50, building the agentic operating system for the $2 trillion U.S. construction industry. We work with over 1,000 customers, partner with over 50 accounting firms, and have raised $26m from Emergence, a16z, and other top funds.\nWhy join us?\nWin a massive category that's up for grabs. Construction is among the least digitized industries left, and no AI king has been crowned. With our momentum, team, and backing, we are in position to be that company\nBuild a moat that compounds. We orchestrate multi-stakeholder workflows across an industry that today runs on paper, email, and phone calls. Every process we manage generates data no one else has. That data makes each new use case easier to expand to, while building a compounding moat\nWork with the rare team that can pull this off. Winning here takes deep construction knowledge and deep AI fluency in the same room. That intersection is rare, and we have it with backgrounds across finance, technology, and construction\nServe the people building the world around you. Your favorite local café. The new house on the corner. The massive new skyscraper at Central Park South. All built by our customers: skilled, creative people who have spent their lives bringing neighborhoods to life\nRole Summary\nAs a Technical Support Specialist at Adaptive, you’ll assist customers while also taking ownership of advanced technical investigations. In addition to real-time support, you’ll analyze logs, reproduce issues, diagnose integration failures, and determine whether problems stem from user workflows, data discrepancies, or product defects.\nThis role acts as a critical bridge between Support and Engineering and provides a defined path toward becoming a Technical Support Engineer.\nResponsibilities\nHandle customer support inquiries, including advanced technical issues requiring deeper analysis\n\nReview logs, metadata, and internal dashboards to diagnose complex problems\n\nReplicate customer-reported issues in sandbox environments\n\nTroubleshoot integrations, with a strong emphasis on QuickBooks Online (QBO) sync behavior\n\nAssess whether issues represent bugs, user errors, or workflow misunderstandings\n\nCreate clear, detailed escalation tickets for engineering with reproduction steps, logs, impact, and hypotheses\n\nManage multi-step investigations, ensuring timely follow-up with customers\n\nCollaborate with engineering during escalations to provide context and add technical findings\n\nSurface patterns and recurring issues in Product and Engineering\n\nProduce detailed Help Center content focused on technical troubleshooting and integrations\n\nQualifications\n2+ years technical support, tier-2 support, or SaaS troubleshooting experience\n\nRequired: Experience with QuickBooks Online\n\nStrong debugging skills and comfort working with logs, data, and test environments\n\nExcellent written communication for investigations and engineering escalations\n\nExperience handling long-running technical cases\n\nGeneral understanding of construction industry financial processes (or aptitude for quick learning)\n\nFamiliarity with customer communication platforms like Intercom\n\nDemonstrated ability to learn complex systems and processes quickly\n\nWhat We Offer\nOpportunity to take on high-impact technical work\n\nCompetitive cash compensation\n\nTop-tier benefits and 401(k) match\n\nFlexible, 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