Technical Support Specialist

Adaptive

Technical Support Specialist

As a Technical Support Specialist at Adaptive, you'll assist customers while also taking ownership of advanced technical investigations. In addition to real-time support, you'll analyze logs, reproduce issues, diagnose integration failures, and determine whether problems stem from user workflows, data discrepancies, or product defects.

This role acts as a critical bridge between Support and Engineering and provides a defined path toward becoming a Technical Support Engineer.

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

Qualifications

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

What We Offer

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

This role requires you to be based in the United States and authorized to work in the U.S.

Apply

Vacancy posted 2 days ago

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