Adaptive

Support Engineer

• 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

Technical Support Specialist