Technical Support Specialist

About the Company

Adaptive is a vertical AI company of 50, building the agentic operating system for the $2 trillion U.S. construction industry. We work with over 1,000 customers, partner with over 50 accounting firms, and have raised $26m from Emergence, a16z, and other top funds.

Responsibilities

• 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 add technical findings
• Surface patterns and recurring issues in 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
• 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
• 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