adaptive - Technical Support Specialist
Requirements
• 2+ years technical support, tier-2 support, or SaaS troubleshooting experience • Required: Experience with QuickBooks Online • Strong debugging skills and comfort working with logs, data, and test environments • Excellent written communication for investigations and engineering escalations • Experience handling long-running technical cases • General understanding of construction industry financial processes (or aptitude for quick learning) • Familiarity with customer communication platforms like Intercom • Demonstrated ability to learn complex systems and processes quickly
Responsibilities
• 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 a strong emphasis on QuickBooks Online (QBO) sync behavior • Assess whether issues represent bugs, user errors, or workflow misunderstandings • Create clear, detailed escalation tickets for engineering with reproduction steps, logs, impact, and hypotheses • Manage multi-step investigations, ensuring timely follow-up with customers • Collaborate with engineering during escalations to provide context and added technical findings • Surface patterns and recurring issues to Product and Engineering • Produce detailed Help Center content focused on technical troubleshooting and integrations
Benefits
• Win 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 • Build 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 • Work 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 • Serve 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 • Opportunity to take on high-impact technical work • Flexible, remote-friendly work environment
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