Founding Technical Support Engineer

tl;dr: we’re hiring our second support person to help build Agave’s support function as we scale from 450 to 1k+ customers over the next 1-2 years. This is a high-ownership role at a fast-growing b2b SaaS company serving the $12T construction industry. You’ll become a true expert on the Agave Platform, own the support queue, and be the first responder to our customers when something breaks or is confusing. You’ll triage, diagnose, and resolve issues; improve our documentation and playbooks; and surface patterns that directly shape our product roadmap. You’ll work directly with our Founders, Solutions Engineers, PMs, and Engineers to define how support works at Agave — from SLAs and metrics to tooling and processes. If you like talking to customers, digging into technical details, and bringing order to chaos, you’ll be an excellent fit. What is Agave? Agave is one of the fastest-growing companies you’ve never heard of — until now. We’re the modern data infrastructure platform for construction, the world’s third-largest industry and one of its most technologically underserved. Every day, contractors run into the same problem: their business-critical systems don’t talk to each other. These systems, for accounting, project management, estimating, payroll, and field operations each hold essential data — from job costs and invoices to budgets and schedules, and are the backbone of how contractors run their business, make decisions, and keep projects moving. When these systems and data live in silos, the result is errors, delays, double-entry, and wasted money. Teams spend countless hours reconciling spreadsheets, chasing down missing information, and trying to stitch together a reliable view of their projects and finances. Agave solves this by being the connective tissue across the industry’s most important tools. We integrate and synchronize data across systems so that contractors always have accurate, up-to-date information in real-time — enabling them to work faster, make better decisions, and avoid costly mistakes. In just a few years, we’ve hit milestones most startups never reach: profitable for over 1 year, millions in recurring revenue with multi-year contracts, and backed by Accel, YC, and top executives from Procore, Autodesk, and PlanGrid. We’ve built something people actually need, in a market most of Silicon Valley ignores — which is exactly why we’re winning. The only thing slowing us down is hiring. Our team is small, scrappy, and high-caliber, and we’re looking for the next wave of builders who will help take Agave from breakout startup to category-defining company. Why are we hiring this role? We’re growing our customer base 10% MoM and we’ll add hundreds more next year. Support requests are increasing faster than our current team can handle. We want support to be a first-class function, not an afterthought. We believe high-quality, fast, and honest support is one of our biggest levers for retention and referrals in construction. You will be the person who brings order to this: owning the queue, building processes, and giving us the confidence to scale to 1k+ customers without our quality dropping. If you want to see the impact of your work directly in customer outcomes and company growth, this is as direct as it gets. Must have 2-8 years of experience, ideally in b2b SaaS. 2+ years in a customer-facing role (support, CSM, solutions, or implementation) where you helped customers resolve nuanced, non-scripted issues. Experience owning a queue of tickets or cases and driving them to resolution, not just handing them off. Nice to have Experience supporting a technical product (integrations, data pipelines, accounting, or similar). Familiarity with APIs, data formats like JSON, and basic database concepts (tables, simple SQL queries). Exposure to construction, accounting, or ERP/accounting systems. Key Traits Customer-centric. You’re good with people, calm under pressure, and able to build trust quickly with busy customers (finance and operations leaders at construction companies). Energized by people: you will work 1:1 with customers via email, in-app chat, and on Zoom; you are energized by building relationships and helping customers accomplish their goals with Agave. Strong communicator. You write crisp, clear emails and tickets. You can explain complex issues in simple language and know when to ask follow-up questions vs. guess. Technically curious. You’re comfortable learning how APIs, integrations, and databases work at a conceptual level. You don’t need to be an engineer, but you don’t shy away from JSON payloads, logs, or configs. Problem solver. You like digging into ambiguous problems, breaking them down, and testing hypotheses instead of just trying random fixes. Process oriented. You notice patterns and turn them into simple systems: checklists, templates, or workflows that make the next issue easier. Comfortable with ambiguity. You’d rather help write the playbook than be handed a mature one. You’re okay not knowing the answer at first and working it out. Fast learner. No construction experience required, but you should be able to learn industry jargon and answer in-depth questions from construction CFOs and controllers within 60–90 days. This Role Is NOT For You If You don’t want to become an expert: Our customers choose us because we deeply understand their workflows and systems. If you only enjoy surface-level relationship work and not the details, this won’t be a good fit. You prefer narrow, well-defined responsibilities: We give a lot of autonomy and visibility; the scope here will evolve quickly as we grow. You want a low-intensity support role: This role will be busy and high-leverage; you’ll handle a lot of volume and context and be expected to make good decisions independently. You’re a late-riser: Our customers span North America, many are in ET. Our peak support hours are 8am-10am PT, so we’ll expect this role to be online and active by 7am PT. You prefer remote work: we’re based in San Francisco and believe being in-person every day helps us move faster and serve customers better. Benefits Healthcare: we cover 90% of your healthcare costs with several plan options. 401k: we match 100% of your contributions, up to 4% of annual salary. Performance Bonuses: we offer annual performance bonuses when we hit company growth goals, which are a % of your base salary. These are large, meaningful rewards that scale with the amount we grow in a particular year. Relocation: sizable relocation bonus for folks currently located outside of the Bay Area, and a bonus for anyone (even within the Bay Area) who moves within a 15-minute walk of our office. Gym: on-site gym with Peloton, squat rack, Tempo, Yoga setup, and more. Visa: we sponsor Visas (H1B, TN, etc.) for candidates who are a good fit! Commuter benefits: employees can make pre-tax contributions toward commuting costs, and we’ll cover the full cost of a Muni pass for those using public transit. Frequently Asked Questions (FAQs) What does a typical week look like? 60% of your time triaging and resolving customer issues. 20% improving customer-facing resources (e.g. docs, FAQs, videos) so the next issue is easier. 10% working with product, engineering, and CSEs to review patterns, prioritize fixes, and improve our setup/onboarding flows. 10% on process improvements and strategic projects. What won’t this role do? You won’t onboard new customers or be responsible for post-implementation account management, like expanding contracts, identifying churn risks, and deepening relationships with strategic customers. Our Customer Solutions Engineers will handle these and related responsibilities. How technical is this role? You won’t write code, but you will be expected to work with debugging logs, understand JSON data formats, and trace data transformations to resolve issues. You’ll read error messages, look at example payloads, understand how two systems map fields to each other, and help customers correct misconfigurations. If you’ve previously been the “technical person” on a CS/support team, this will feel familiar and a step-up in ownership. Who will I work with day to day? You’ll report to our co-founder John Zucchi, and work closely with our first Support Eng hire, Customer Solutions Engineers, PMs, and Engineers. What does success look like in the first 3-6 months? Our support queue is organized, with clear priorities and nothing aging out unnoticed. Our time-to-first-response and time-to-resolution have been defined, tracked, and improved meaningfully. We have better, clearer documentation for our most common issues. You’re seen as one of the “go-to people” for how we handle support at Agave. #J-18808-Ljbffr Agave