Technical Support Specialist

Job not on LinkedIn

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $70k - $90k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

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Adaptive

WebsiteLinkedInAll Job Openings

1 - 10 employees

🏗️ Construction

🤖 Artificial Intelligence

💸 Finance

Construction • Artificial Intelligence • Finance

Adaptive is an AI-powered financial management platform specifically designed for the construction industry. The platform enhances financial operations for construction companies by providing automated tools for accounts payable, receipt management, budget tracking, and lien waivers, all seamlessly integrated with QuickBooks. Adaptive simplifies construction finance by offering features like customizable draws and real-time project reporting, thereby reducing manual processes and enhancing productivity. With a focus on ease of use, the platform includes automatic receipt reconciliations, job cost matching, and vendor compliance management, making construction bookkeeping and accounting processes more efficient.

📋 Description

• 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 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 add technical findings • Surface patterns and recurring issues in Product and Engineering • Produce detailed Help Center content focused on technical troubleshooting and integrations • Assist customers while taking ownership of advanced technical investigations • Act as a bridge between Support and Engineering, with a path toward becoming a Technical Support Engineer

🎯 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 • Must be based in the United States • Must be authorized to work in the U.S.

🏖️ Benefits

• Competitive cash compensation • Top-tier benefits • 401(k) match • Flexible, remote-friendly work environment • Equity

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