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 added technical findings
- Surface patterns and recurring issues to 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
Vacancy posted 2 days ago
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