Technical Support Specialist

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. Compensation Range: $70K - $90K