Technical Support Specialist
At a glance
Mid-level IT Support & Helpdesk role at Adaptive. Remote, United States · full-time · $70,000–$90,000 base.
remoteroles summary, based on the employer's posting.
What you'll do
- Investigate customer issues by reviewing logs, metadata and dashboards, then recreate reported problems in sandbox environments
- Trace QuickBooks Online sync failures and determine whether the cause is a defect, data issue or customer workflow
- Write engineering escalations with reproduction steps, evidence, customer impact and your working diagnosis
- Keep customers updated through multi-step investigations and work with engineers to add technical context
- Document technical troubleshooting and integration guidance for the Help Center, while flagging recurring product issues
What you bring
- At least two years in technical support, tier-two support or SaaS troubleshooting
- Hands-on experience with QuickBooks Online is required
- You can debug with logs, data and test environments, and explain findings clearly in writing
- You have managed technical cases that take time to resolve
Who this fits
This role suits a support specialist ready to own deeper investigations and build toward a Technical Support Engineer path. You must be based in the United States and authorized to work there.
From the employer
What we do
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.
Why join us?
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
Role Summary
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.
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