{"id":195684,"url":"https://alion.io/job/agave-technical-support-engineer-tse","title":"Technical Support Engineer (TSE)","company":{"id":3228,"name":"Agave","domain":"useagave.com","url":"https://alion.io/company/agave","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"UTC-8 – UTC-5","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":100000,"max":160000,"currency":"USD","period":"year","gross":null,"usd_annual":160000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-09-01T21:56:00Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-10-29T15:23:25Z","board_verified":true,"closed_at":null,"days_open":57,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":57},"description":"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.\nYou’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 (link).\nWhy are we hiring this role?\nWe 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.\n\nWho you are\nMust have\n2-8 years of experience, ideally in b2b SaaS.\n\n2+ years in a customer-facing role (support, CSM, solutions, or implementation) where you helped customers resolve nuanced, non-scripted issues.\n\nExperience owning a queue of tickets or cases and driving them to resolution, not just handing them off.\n\nNice to have\nExperience supporting a technical product (integrations, data pipelines, accounting, or similar).\n\nFamiliarity with APIs, data formats like JSON, and basic database concepts (tables, simple SQL queries).\n\nExposure to construction, accounting, or ERP/accounting systems.\n\nKey Traits\nCustomer-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).\n\nEnergized 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.\n\nStrong 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.\n\nTechnically 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.\n\nProblem solver. You like digging into ambiguous problems, breaking them down, and testing hypotheses instead of just trying random fixes.\n\nProcess oriented. You notice patterns and turn them into simple systems: checklists, templates, or workflows that make the next issue easier.\n\nComfortable 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.\n\nFast 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.\n\nThis role is NOT for you if:\nYou 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.\n\nYou prefer narrow, well-defined responsibilities: We give a lot of autonomy and visibility; the scope here will evolve quickly as we grow.\n\nYou want a low-intensity support role: This role will be busy and high-leverage; you’ll handle a lot of volume and context and be expected to make good decisions independently.\n\nYou’re a late-riser: Our customers span North America, many are in ET. Our peak support hours are 8am-10am PT.\nBenefits\n\nEquity: competitive equity, so you share in the upside you're helping create.\n\nHealthcare: we cover 90% of your healthcare costs with several plan options.\n\n401k: we match 100% of your contributions, up to 4% of annual salary.\n\nPerformance Bonuses: we offer annual performance bonuses when we hit company growth goals. For 2026, the bonus is 15% of your base salary or OTE. We've had these bonuses for the last 3 years, and expect to continue to have them in subsequent years.\n\nRelocation: sizable relocation bonus for folks currently located outside of the Bay Area, and a bonus for anyone (even within the Bay Area) who moves within a 15-minute walk of our office.\n\nBreakfast & Dinner, delivered: breakfast and dinner stipends through DoorDash. Plus a kitchen stocked with coffee, snacks, drinks, and more.\n\nGym: on-site gym with Peloton, squat rack, Tempo, Yoga setup, and more.\n\nVisa: we sponsor Visas (H1B, TN, etc.) for candidates who are a good fit!\n\nCommuter benefits: employees can make pre-tax contributions toward commuting costs, and we'll cover the full cost of a Muni pass for those using public transit.\n\nRemote possible: we’re open to remote candidates for this role. While all of our team is in-person (we’ve been in person since day one!) and we have a preference for in-person candidates, we’re open to great candidates from any region in the US.\n\nOffice Visits: we will provide company-sponsored trips to our HQ in SF at least every other month. We’ll coordinate trips for other remote employees to coincide during “remote visit” weeks to maximize your touchpoints with teammates.\n\nFrequently Asked Questions (FAQs)\nWhat does a typical week look like?\n60% of your time triaging and resolving customer issues.\n\n20% improving customer-facing resources (e.g. docs, FAQs, videos) so the next issue is easier.\n\n10% working with product, engineering, and CSEs to review patterns, prioritize fixes, and improve our setup/onboarding flows.\n\n10% on process improvements and strategic projects.\n\nWhat won’t this role do?\nYou won’t onboard new customers or be responsible for post-implementation account management, like expanding contracts, identifying churn risks, and deepening relationships with strategic customers. Our Customer Solutions Engineers will handle these and related responsibilities.\nHow technical is this role?\nYou won’t write code, but you will be expected to work with debugging logs, understand JSON data formats, and trace data transformations to resolve issues. You’ll read error messages, look at example payloads, understand how two systems map fields to each other, and help customers correct misconfigurations. If you’ve previously been the “technical person” on a CS/support team, this will feel familiar and a step-up in ownership.\nAbout the interview process\nAt each stage, we decide and update you within 24hrs:\nIntro (15min): informal chat for you to learn more about the role. We'll ask for details on your past projects and what you're looking for next. We want to know that you meet our basic requirements and can speak about your work clearly. You’re welcome to ask lots of questions about whether working at Agave makes sense for you.\n\nWriting Exercise (45min): we provide two short prompts that you reply to in a Google Doc. Our goal is to quickly decide whether you understand our business and can write clearly, with minimum time required from you.\n\nExperience (30min): we'll dive into the details of your recent work experience, asking questions to learn about what you've done. Our goal is to ensure you've worked on sufficiently complex projects to confirm you'll be successful if you join us full-time. We'll also reserve time to answer any questions you have about Agave.\n\nTake home case study (1-2 hours): you’ll respond to a simulated Agave support scenario involving multiple customers and time-sensitive issues. We’re looking for clear written thinking, sound judgment under ambiguity, and accurate use of our documentation.\n\nOn-site (60min x 5, all 1:1 interviews) [In-Person in SF, we pay for the trip]: you'll interview with each co-founder and other members of our team. This will be a deeper dive into your experience and overall fit. Each interview is about 1hr, 45min for our questions and 15min for yours.","description_format":"text","description_chars":8413,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"San Francisco","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":true,"industries":["Integration & API Management","Accounting & Tax Software","Construction Management Software"],"lifecycle":[{"event":"open","at":"2026-09-03T10:21:11Z"}],"visa":[],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.313,"p_room":0.28,"age_days":57,"expected_fill_days":7,"reasons":["conf:3","win:tail","crowd:junior"],"computed_at":"2026-10-29T05:49:05Z"},"pay":{"stated_usd_annual":160000,"is_top_pay":true},"html_url":"https://alion.io/job/agave-technical-support-engineer-tse","json_url":"https://alion.io/job/agave-technical-support-engineer-tse.json","meta":{"generated_at":"2026-10-29T15:37:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23394,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3228},"rest":"https://alion.io/mcp/rest/get_company?id=3228"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fagave-technical-support-engineer-tse"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fagave-technical-support-engineer-tse"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fagave-technical-support-engineer-tse"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/agave-technical-support-engineer-tse\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fagave-technical-support-engineer-tse"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":195684}},{"tool":"search_jobs","arguments":{"company":"useagave.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":195684},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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