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Avoca

Support Engineer

New York HQ$120k–$150kfulltimemidAdded today

About this role

Avoca is seeking a Support Engineer to own customer issues end-to-end for an AI-powered conversational platform serving the home services industry. You'll debug production systems, resolve platform configuration and data flow issues independently, and partner with engineering to surface patterns that improve product reliability.

What you'll do

  • Triage and own support tickets from initial response through resolution without handoffs
  • Debug production systems by tracing configuration, workflows, and data flow across the platform
  • Diagnose issues spanning classification logic, pricing, scheduling, and objection handling
  • Use internal tools and AI-assisted workflows to investigate problems efficiently
  • Maintain operational rigor in triage, prioritization, and customer communication
  • Identify recurring failure patterns and partner with engineering on upstream product improvements

What they're looking for

  • Technical debugging and production environment troubleshooting
  • APIs, integrations, webhooks, and configuration-driven systems
  • System behavior analysis and first-principles problem-solving
  • Clear technical communication and documentation
  • Autonomous issue ownership and decision-making
  • Experience with SaaS platforms or similar technical support roles

Benefits

  • Medical, dental, and vision insurance
  • 401(k) plan through Vestwell
  • Flexible PTO plus federal holidays
  • Daily in-office lunch and dinner when working late
  • Commuter benefits and late-night rideshare coverage
  • Standing desks and workspace accommodations
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Avoca

Avoca builds AI-powered conversational solutions that help customers design and deploy intelligent communication systems. The company is hiring Forward Deployed Engineers to work directly with customers, translating their needs into impactful product implementations.

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Likely interview questions

  • Walk us through a complex production issue you debugged—what was your approach to identifying root cause?
  • How have you handled a situation where a customer problem revealed a gap in product design or documentation?
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