Technical Support Engineer (TSE)
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. We must not repeat job title. Must not include Job ID etc. Must preserve all substantive info, no invented summary. Remove boilerplate, navigation, legal, EEO, duplicated lines, application instructions. Also remove FAQ? The instructions say remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. FAQ might be considered not required? It's not explicitly prohibited, but we can keep if it's substantive? However they said "Prefer a few substantive sections over many thin ones." Probably we can combine info into sections: About the role (description), Responsibilities (what you'll do), Requirements/Qualifications/Skills (maybe combine), Benefits, Pay (Compensation Range), Schedule (maybe remote possible, office visits). Also mention "Why are we hiring this role?" could be part of About the role. Also "Who You Are" is requirements. Also "Key Traits" maybe skills. Also "This Role Is NOT For You If" maybe not needed. Also "Learn more about us here (link)" maybe drop as it's a link. Also "Frequently Asked Questions (FAQs)" maybe we can include as a section? But they said only include section when posting has real specific content. FAQ is specific content. Could include as FAQ
with - Q&A? But they said use
- for any list of duties/requirements/benefits, and
for prose. For FAQ maybe better as but not allowed? We could just put as
with Q&A? Might be okay to keep as
. However they said "Prefer a few substantive sections over many thin ones." So maybe we skip FAQ to keep fewer sections.
We need to output only HTML fragment, no markdown fences.
Let's extract content:
About the role: The tl;dr and first paragraph: "Fresh off a $15M Series A led by Accel (total funding now $20M+), Agave is experiencing hockey-stick growth. Our AI products are the fastest-growing part of the business: a third of new deals now include one, and we signed 8 new channel partnerships in the last month alone. We're hiring a hands-on, technical support engineer to become a true expert on the Agave Platform, own the support queue, and be the first responder to our customers when something breaks or is confusing. You’ll triage, diagnose, and resolve issues; improve our documentation and playbooks; and surface patterns that directly shape our product roadmap. You’ll work directly with our Solutions Engineers, PMs, and Engineers to define how support works at Agave — from SLAs and metrics to tooling and processes. If you like talking to customers, digging into technical details, and bringing order to chaos, you’ll be an excellent fit."
Also "Why are we hiring this role? We want support to be a first-class function, not an afterthought. We believe high-quality, fast, and honest support is one of our biggest levers for retention and referrals in construction. You will be the person who brings order to this: owning the queue, building processes, and giving us the confidence to scale to 1k+ customers without our quality dropping. If you want to see the impact of your work directly in customer outcomes and company growth, this is as direct as it gets."
We can combine into About the role.
Responsibilities: bullet list from "You’ll triage, diagnose, and resolve issues; improve our documentation and playbooks; and surface patterns that directly shape our product roadmap. You’ll work directly with our Solutions Engineers, PMs, and Engineers to define how support works at Agave — from SLAs and metrics to tooling and processes." Also from "What does a typical week look like? 60% of your time triaging and resolving customer issues. 20% improving customer-facing resources (e.g. docs, FAQs, videos) so the next issue is easier. 10% working with product, engineering, and CSEs to review patterns, prioritize fixes, and improve our setup/onboarding flows. 10% on process improvements and strategic projects." Also "You won’t onboard new customers or be responsible for post-implementation account management, like expanding contracts, identifying churn risks, and deepening relationships with strategic customers." That's more about what you won't do, maybe not needed.
We can list responsibilities as bullet list.
Requirements/Qualifications/Skills: "Who You Are Must have 2-8 years of experience, ideally in b2b SaaS. 2+ years in a customer-facing role (support, CSM, solutions, or implementation) where you helped customers resolve nuanced, non-scripted issues. Experience owning a queue of tickets or cases and driving them to resolution, not just handing them off." Also "Nice to have Experience supporting a technical product (integrations, data pipelines, accounting, or similar). Familiarity with APIs, data formats like JSON, and basic database concepts (tables, simple SQL queries). Exposure to construction, accounting, or ERP/accounting systems." Also "Key Traits Customer-centric... etc." Those are traits/skills.
We can combine into Requirements (must have) and Nice to have (maybe as part of Requirements). Or separate sections: Requirements and Skills. But we want few sections. Could have Requirements (including must have and nice to have) and Benefits, Pay, Schedule.
Benefits: list: Equity: competitive equity, Healthcare: we cover 90% of your healthcare costs with several plan options. 401k: we match 100% of your contributions, up to 4% of annual salary. Performance Bonuses: we offer annual performance bonuses when we hit company growth goals. For 2026, the bonus is 15% of your base salary or OTE. We've had these bonuses for the last 3 years, and expect to continue to have them in subsequent years. Relocation: sizable relocation bonus for folks currently located outside of the Bay Area, and a bonus for anyone (even within the Bay Area) who moves within a 15-minute walk of our office. Breakfast & Dinner, delivered: breakfast and dinner stipends through DoorDash. Plus a kitchen stocked with coffee, snacks, drinks, and more. Gym: on-site gym with Peloton, squat rack, Tempo, Yoga setup, and more. Visa: we sponsor Visas (H1B, TN, etc.) for candidates who are a good fit! Commuter benefits: employees can make pre-tax contributions toward commuting costs, and we'll cover the full cost of a Muni pass for those using public transit. Remote possible: we’re open to remote candidates for this role. While all of our team is in-person (we’ve been in person since day one!) and we have a preference for in-person candidates, we’re open to great candidates from any region in the US. Office Visits: we will provide company-sponsored trips to our HQ in SF at least every other month. We’ll coordinate trips for other remote employees to coincide during “remote visit” weeks to maximize your touchpoints with teammates.
Pay: Compensation Range: $100K - $160K.
Schedule: Not explicitly given, but mention peak support hours 8am-10am PT, remote possible, office visits. Could infer schedule: typical work hours? Not explicit. Might not create Schedule section if no explicit schedule. The instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. Pay is stated. Benefits stated. Schedule not explicitly stated; we have mention of peak support hours but not overall schedule. Might be considered schedule info? Could include Schedule with "Peak support hours are 8am-10am PT; remote possible; office visits every other month." That is schedule-related. Might be okay.
We need to avoid filler like "commensurate with experience". Not present.
Now produce HTML:
About the role
... combined paragraphs ...
Responsibilities
- ...
...
Requirements
... maybe combine must have and nice to have as prose? Or we can use
for list. The instruction: Use - for any list of duties/requirements/benefits, and
for prose. So for requirements we should use list. So we can list each requirement as
- . Similarly for benefits list.
Thus:
Requirements
- 2-8 years of experience, ideally in B2B SaaS.
- 2+ years in a customer-facing role (support, CSM, solutions, or implementation) helping customers resolve nuanced, non-scripted issues.
- Experience owning a queue of tickets or cases and driving them to resolution, not just handing them off.
- Nice to have: Experience supporting a technical product (integrations, data pipelines, accounting, or similar).
- Nice to have: Familiarity with APIs, data formats like JSON, and basic database concepts (tables, simple SQL queries).
- Nice to have: Exposure to construction, accounting, or ERP/accounting systems.
- Customer‑centric: good with people, calm under pressure, able to build trust quickly with busy customers (finance and operations leaders at construction companies).
- Energized by people: enjoy 1:1 work via email, in‑app chat, and Zoom; building relationships and helping customers accomplish their goals.
- Strong communicator: writes crisp, clear emails and tickets; explains complex issues in simple language; knows when to ask follow‑up questions.
- Technically curious: comfortable learning how APIs, integrations, and databases work conceptually; not shy from JSON payloads, logs, or configs.
- Problem solver: likes digging into ambiguous problems, breaking them down, testing hypotheses.
- Process oriented: notices patterns and turns them into simple systems (checklists, templates, workflows).
- Comfortable with ambiguity: prefers helping write the playbook rather than being handed a mature one.
- Fast learner: able to learn industry jargon and answer in‑depth questions from construction CFOs and controllers within 60‑90 days.
But note "Nice to have" items maybe we should not label as nice to have inside list? Could just list them as items. It's okay.
Now Benefits:
Benefits
- Competitive equity.
- Healthcare: 90% of costs covered with several plan options.
- 401k: 100% match of contributions, up to 4% of annual salary.
- Performance bonuses: annual bonus when company growth goals are met; for 2026, 15% of base salary or OTE; bonuses have been paid for the last 3 years and are expected to continue.
- Relocation: sizable bonus for candidates outside the Bay Area; additional bonus for anyone moving within a 15‑minute walk of the office.
- Breakfast & Dinner stipends via DoorDash; kitchen stocked with coffee, snacks, drinks.
- On‑site gym with Peloton, squat rack, Tempo, Yoga setup.
- Visa sponsorship (H1B, TN, etc.) for qualified candidates.
- Commuter benefits: pre‑tax contributions for commuting costs; full Muni pass covered for public‑transit users.
- Remote‑friendly: open to remote candidates anywhere in the US, with a preference for in‑person; company‑sponsored trips to SF HQ at least every other month for remote employees
- for any list of duties/requirements/benefits, and
for prose. For FAQ maybe better as but not allowed? We could just put as
with Q&A? Might be okay to keep as
. However they said "Prefer a few substantive sections over many thin ones." So maybe we skip FAQ to keep fewer sections. We need to output only HTML fragment, no markdown fences. Let's extract content: About the role: The tl;dr and first paragraph: "Fresh off a $15M Series A led by Accel (total funding now $20M+), Agave is experiencing hockey-stick growth. Our AI products are the fastest-growing part of the business: a third of new deals now include one, and we signed 8 new channel partnerships in the last month alone. We're hiring a hands-on, technical support engineer to become a true expert on the Agave Platform, own the support queue, and be the first responder to our customers when something breaks or is confusing. You’ll triage, diagnose, and resolve issues; improve our documentation and playbooks; and surface patterns that directly shape our product roadmap. You’ll work directly with our Solutions Engineers, PMs, and Engineers to define how support works at Agave — from SLAs and metrics to tooling and processes. If you like talking to customers, digging into technical details, and bringing order to chaos, you’ll be an excellent fit." Also "Why are we hiring this role? We want support to be a first-class function, not an afterthought. We believe high-quality, fast, and honest support is one of our biggest levers for retention and referrals in construction. You will be the person who brings order to this: owning the queue, building processes, and giving us the confidence to scale to 1k+ customers without our quality dropping. If you want to see the impact of your work directly in customer outcomes and company growth, this is as direct as it gets." We can combine into About the role. Responsibilities: bullet list from "You’ll triage, diagnose, and resolve issues; improve our documentation and playbooks; and surface patterns that directly shape our product roadmap. You’ll work directly with our Solutions Engineers, PMs, and Engineers to define how support works at Agave — from SLAs and metrics to tooling and processes." Also from "What does a typical week look like? 60% of your time triaging and resolving customer issues. 20% improving customer-facing resources (e.g. docs, FAQs, videos) so the next issue is easier. 10% working with product, engineering, and CSEs to review patterns, prioritize fixes, and improve our setup/onboarding flows. 10% on process improvements and strategic projects." Also "You won’t onboard new customers or be responsible for post-implementation account management, like expanding contracts, identifying churn risks, and deepening relationships with strategic customers." That's more about what you won't do, maybe not needed. We can list responsibilities as bullet list. Requirements/Qualifications/Skills: "Who You Are Must have 2-8 years of experience, ideally in b2b SaaS. 2+ years in a customer-facing role (support, CSM, solutions, or implementation) where you helped customers resolve nuanced, non-scripted issues. Experience owning a queue of tickets or cases and driving them to resolution, not just handing them off." Also "Nice to have Experience supporting a technical product (integrations, data pipelines, accounting, or similar). Familiarity with APIs, data formats like JSON, and basic database concepts (tables, simple SQL queries). Exposure to construction, accounting, or ERP/accounting systems." Also "Key Traits Customer-centric... etc." Those are traits/skills. We can combine into Requirements (must have) and Nice to have (maybe as part of Requirements). Or separate sections: Requirements and Skills. But we want few sections. Could have Requirements (including must have and nice to have) and Benefits, Pay, Schedule. Benefits: list: Equity: competitive equity, Healthcare: we cover 90% of your healthcare costs with several plan options. 401k: we match 100% of your contributions, up to 4% of annual salary. Performance Bonuses: we offer annual performance bonuses when we hit company growth goals. For 2026, the bonus is 15% of your base salary or OTE. We've had these bonuses for the last 3 years, and expect to continue to have them in subsequent years. Relocation: sizable relocation bonus for folks currently located outside of the Bay Area, and a bonus for anyone (even within the Bay Area) who moves within a 15-minute walk of our office. Breakfast & Dinner, delivered: breakfast and dinner stipends through DoorDash. Plus a kitchen stocked with coffee, snacks, drinks, and more. Gym: on-site gym with Peloton, squat rack, Tempo, Yoga setup, and more. Visa: we sponsor Visas (H1B, TN, etc.) for candidates who are a good fit! Commuter benefits: employees can make pre-tax contributions toward commuting costs, and we'll cover the full cost of a Muni pass for those using public transit. Remote possible: we’re open to remote candidates for this role. While all of our team is in-person (we’ve been in person since day one!) and we have a preference for in-person candidates, we’re open to great candidates from any region in the US. Office Visits: we will provide company-sponsored trips to our HQ in SF at least every other month. We’ll coordinate trips for other remote employees to coincide during “remote visit” weeks to maximize your touchpoints with teammates. Pay: Compensation Range: $100K - $160K. Schedule: Not explicitly given, but mention peak support hours 8am-10am PT, remote possible, office visits. Could infer schedule: typical work hours? Not explicit. Might not create Schedule section if no explicit schedule. The instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. Pay is stated. Benefits stated. Schedule not explicitly stated; we have mention of peak support hours but not overall schedule. Might be considered schedule info? Could include Schedule with "Peak support hours are 8am-10am PT; remote possible; office visits every other month." That is schedule-related. Might be okay. We need to avoid filler like "commensurate with experience". Not present. Now produce HTML:
About the role
... combined paragraphs ...
Responsibilities
- ... ...
Requirements
... maybe combine must have and nice to have as prose? Or we can use
- for list. The instruction: Use
- for any list of duties/requirements/benefits, and
for prose. So for requirements we should use list. So we can list each requirement as
- . Similarly for benefits list.
Thus:
Requirements
- 2-8 years of experience, ideally in B2B SaaS.
- 2+ years in a customer-facing role (support, CSM, solutions, or implementation) helping customers resolve nuanced, non-scripted issues.
- Experience owning a queue of tickets or cases and driving them to resolution, not just handing them off.
- Nice to have: Experience supporting a technical product (integrations, data pipelines, accounting, or similar).
- Nice to have: Familiarity with APIs, data formats like JSON, and basic database concepts (tables, simple SQL queries).
- Nice to have: Exposure to construction, accounting, or ERP/accounting systems.
- Customer‑centric: good with people, calm under pressure, able to build trust quickly with busy customers (finance and operations leaders at construction companies).
- Energized by people: enjoy 1:1 work via email, in‑app chat, and Zoom; building relationships and helping customers accomplish their goals.
- Strong communicator: writes crisp, clear emails and tickets; explains complex issues in simple language; knows when to ask follow‑up questions.
- Technically curious: comfortable learning how APIs, integrations, and databases work conceptually; not shy from JSON payloads, logs, or configs.
- Problem solver: likes digging into ambiguous problems, breaking them down, testing hypotheses.
- Process oriented: notices patterns and turns them into simple systems (checklists, templates, workflows).
- Comfortable with ambiguity: prefers helping write the playbook rather than being handed a mature one.
- Fast learner: able to learn industry jargon and answer in‑depth questions from construction CFOs and controllers within 60‑90 days.
Benefits
- Competitive equity.
- Healthcare: 90% of costs covered with several plan options.
- 401k: 100% match of contributions, up to 4% of annual salary.
- Performance bonuses: annual bonus when company growth goals are met; for 2026, 15% of base salary or OTE; bonuses have been paid for the last 3 years and are expected to continue.
- Relocation: sizable bonus for candidates outside the Bay Area; additional bonus for anyone moving within a 15‑minute walk of the office.
- Breakfast & Dinner stipends via DoorDash; kitchen stocked with coffee, snacks, drinks.
- On‑site gym with Peloton, squat rack, Tempo, Yoga setup.
- Visa sponsorship (H1B, TN, etc.) for qualified candidates.
- Commuter benefits: pre‑tax contributions for commuting costs; full Muni pass covered for public‑transit users.
- Remote‑friendly: open to remote candidates anywhere in the US, with a preference for in‑person; company‑sponsored trips to SF HQ at least every other month for remote employees