Support Engineer

About Avoca Avoca is transforming how home service companies engage with their customers. Our AI-powered conversational agents handle every high-value inbound call, including booking jobs, qualifying leads, and driving higher revenue—all at a speed and consistency unmatched by human call centers. We’ve expanded to 85 employees in under two years, backed by a high-energy, in-office culture in NYC. In a $500B+ market where missed calls mean lost business, we’re building the category-defining platform for AI-driven customer engagement. We’re serving the largest brands in home services, and grew 10x in 2025. With a high-performance, in-office team in NYC, we’re moving fast to capture a massive, underserved market where 85% of missed calls go to competitors. Every hire here has an immediate and visible impact. About the Role This is a hands-on role for engineers who enjoy debugging, diagnosing system behavior, and unblocking customers in real time. As a Support Engineer at Avoca, you’ll focus on resolving customer issues and support tickets across our production systems. You’ll be trusted to debug issues independently, reason through configuration, workflows, and data flow, and drive issues to resolution with minimal handoff. The role emphasizes strong execution, technical judgment, and clear communication, while partnering closely with Solutions Engineers and Engineering when broader changes are required. Support Engineers play a critical role in keeping customer deployments running smoothly. Your work directly impacts customer trust, product reliability, and our ability to scale without friction. What You’ll Do Independently debug issues by reasoning through system state, configuration, workflows, prompts, and data flow. Diagnose issues involving classification logic, pricing and fees, availability, scheduling, objection handling, and other configurable behaviors. Own customer support tickets end-to-end, from investigation through resolution. Use internal tools and AI-assisted workflows to investigate and resolve issues efficiently. Maintain high operational rigor in triage, prioritization, and customer communication. Surface recurring issues and patterns to help improve reliability over time. What You'll Bring 3–6+ years of experience in a technical, execution-oriented role such as Support Engineer, Solutions Engineer, or Implementation Engineer. Strong independent debugging skills and comfort working in production environments. Familiarity with APIs, integrations, data flow, and configuration-driven systems. Able to reason through complex system behavior without step-by-step guidance. Clear, concise communicator who takes ownership through resolution. Motivated by solving real customer problems quickly and correctly. Who You Are Self-motivated, entrepreneurial, and comfortable operating in fast-moving, high-growth environments. Thrives on owning processes end-to-end and balancing multiple initiatives simultaneously. Autonomous, self-directed, and comfortable working with ambiguity. A proactive and effective communicator. You are collaborative, organized, and efficient. Eager to work in person at our NYC office full time. Why Avoca At Avoca, you’ll be part of a team that’s building a category-defining company at the center of a massive market opportunity. We’re a fast-moving, collaborative team with a culture designed for builders who thrive on speed, iteration, and impact. #J-18808-Ljbffr