Adaptive

Technical Support Specialist

Adaptive

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $70,000 - $75,000 per year

About the role

  • 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

Requirements

  • 2+ years technical support, tier-2 support, or SaaS troubleshooting experience
  • Required: Experience with QBO or other accounting system integrations
  • 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
Benefits
  • Opportunity to take on high-impact technical work
  • Competitive cash compensation
  • Top-tier benefits and 401(k) match
  • Flexible, remote-friendly work environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportSaaS troubleshootingdebugginglog analysisdata analysisintegration troubleshootingissue replicationescalation ticket creationtechnical writing
Soft skills
communicationproblem-solvingcollaborationcustomer follow-uppattern recognitioninvestigation managementadaptability