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About the Role
As a Technical Support Specialist at Adaptive, you’ll assist customers while also taking ownership of advanced technical investigations. 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
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 (or aptitude for quick learning)
- Familiarity with customer communication platforms like Intercom
- Demonstrated ability to learn complex systems and processes quickly
Skills
- QuickBooks Online
- Debugging
- Log analysis
- Data analysis
- Test environments
- Written communication
- Intercom
Location
- Remote
Work Type
- Remote
Experience Level
- 2+ years
Benefits
- Competitive cash compensation
- Top-tier benefits
- 401(k) match
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.
- Win a massive category that's up for grabs.
- Construction is among the least digitized industries left, and no AI king has been crowned.
- With our momentum, team, and backing, we are in position to be that company.
- Build a moat that compounds.
- We orchestrate multi-stakeholder workflows across an industry that today runs on paper, email, and phone calls.
- Every process we manage generates data no one else has.
- That data makes each new use case easier to expand to, while building a compounding moat.
- Work with the rare team that can pull this off.
- Winning here takes deep construction knowledge and deep AI fluency in the same room.
- That intersection is rare, and we have it with backgrounds across finance, technology, and construction.
- Serve the people building the world around you.
- Your favorite local café. The new house on the corner. The massive new skyscraper at Central Park South. All built by our customers: skilled, creative people who have spent their lives bringing neighborhoods to life.