Technical Support Engineer – TSE

🕒 October 29

🏄 California – Remote

🏄 California – Remote

💵 $100k - $160k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

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• Open for 12 days.

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Agave

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

☁️ SaaS

🤝 B2B

🔥 Funding within the last year

💰 $15M Series A on 2026-07

SaaS • B2B

Agave is a web-focused software company that appears to offer a digital platform or product with integrations. The provided site CSS and HTML snippets reference elements like integration_card-link, integration_card-arrow, integration states (coming-soon), navigation and UI styling, video embeds, and brand variables (e. g. , --primary--agave-abyss, --brand-color--brand-green), which indicate a web application and marketing site for a productized software service. The content strongly suggests Agave builds a web-based product with third-party integrations and a business-oriented UI, implying a SaaS offering aimed at other organizations.

📋 Description

• Become an expert on the Agave Platform • Own the support queue and act as the first responder for customer issues • Triage, diagnose, and resolve customer issues • Support customers through email, in-app chat, and Zoom • Improve customer-facing documentation, FAQs, videos, and playbooks • Surface recurring issue patterns to influence the product roadmap • Collaborate with Solutions Engineers, PMs, Engineers, Product, Engineering, and Customer Solutions Engineers • Help define support SLAs, metrics, tooling, and processes • Drive process improvements and strategic projects • Spend approximately 60% of time resolving customer issues, 20% improving resources, 10% reviewing patterns and prioritizing fixes, and 10% on process improvements • Work with debugging logs and JSON data formats to trace transformations and resolve misconfigurations • Do not onboard new customers or manage post-implementation account expansion and churn-risk responsibilities

🎯 Requirements

• 2–8 years of experience, ideally in B2B SaaS • 2+ years in a customer-facing role such as support, CSM, solutions, or implementation • Experience resolving nuanced, non-scripted customer issues • Experience owning a ticket or case queue and driving issues to resolution • Familiarity with APIs, JSON, and basic database concepts such as tables and simple SQL queries • Ability to work with debugging logs, error messages, example payloads, data transformations, field mappings, and configurations • Ability to learn construction industry terminology and answer in-depth questions from construction CFOs and controllers within 60–90 days • Strong written communication and ability to explain complex issues simply • Ability to work peak support hours of 8am–10am PT • No construction experience required

🏖️ Benefits

• Competitive equity • Annual performance bonuses; for 2026, 15% of base salary or OTE • 401(k) with 100% matching of contributions up to 4% of annual salary • Healthcare coverage of 90% of costs, with several plan options • Coverage of a healthy portion of dependent healthcare costs • $100/month company HSA contribution • Up to 12 weeks of paid parental leave for all new parents, including adoptive and foster parents • Relocation bonus for moving to the Bay Area • Extra bonus for moving within a 15-minute walk of the office • Pre-tax commuter benefits • Full cost of a Muni pass for public transit • Company-sponsored trips to the San Francisco headquarters at least every other month • Visa sponsorship (H1B, TN, etc.) for qualified candidates • Breakfast and dinner stipends through DoorDash • Kitchen stocked with coffee, snacks, and drinks • On-site gym with Peloton, squat rack, Tempo, yoga setup, and more

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