Technical Support Specialist

Adaptive

Technical Support Specialist assisting customers while managing advanced tech investigations and support inquiries for AI solutions in construction. Working with logs and integrations to ensure smooth operations.

Posted 7/6/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $70,000 - $90,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

Opportunity to take on high-impact technical work
Competitive cash compensation
Top-tier benefits and 401(k) match
Flexible, remote-friendly work environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical SupportSaaS TroubleshootingDebuggingLog AnalysisIssue ReplicationIntegration TroubleshootingEscalation Ticket CreationMulti-Step Investigation ManagementHelp Center Content ProductionComplex Systems Learning

Soft Skills

Customer Follow-UpCollaboration