Support Engineer

Debug independently by tracing system state, configuration, workflows, and data flow across production environments.

Own support tickets from first response through confirmed resolution, no tossing over the fence.

Diagnose issues spanning classification logic, pricing and fees, scheduling, objection handling, and other configurable behaviors.

Use internal tooling and AI-assisted workflows to investigate and resolve issues efficiently.

Maintain high operational rigor in triage, prioritization, and communication with customers.

Surface recurring failure patterns that inform product and engineering improvements.

3-6+ years in a technical, execution-heavy role: Support Engineer, Solutions Engineer, Implementation Engineer, or similar.

Strong debugging instincts and comfort operating in production environments where you won't always have a playbook.

Familiarity with APIs, integrations, webhooks, and configuration-driven systems.

The ability to reason through complex system behavior from first principles, not just follow runbooks.

Clear, direct communication — you explain what happened, why, and what you did about it.

A bias toward ownership. You'd rather solve the problem than route the ticket.

Self-motivated, entrepreneurial, and comfortable operating in fast-moving, high-growth environments.

Thrives on owning processes end-to-end and balancing multiple initiatives simultaneously.

Autonomous, self-directed, and comfortable working with ambiguity.

A proactive and effective communicator.

You are collaborative, organized, and efficient.

Eager to work in person at our NYC office full time.

At Avoca, you’ll be part of a team that’s building a category-defining company at the center of a massive market opportunity. We’re a fast-moving, collaborative team with a culture designed for builders who thrive on speed, iteration, and impact.

Avoca provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.