Technical Support Engineer (TSE)

You don’t want to become an expert : Our customers choose us because we deeply understand their workflows and systems. If you only enjoy surface-level relationship work and not the details, this won’t be a good fit.

You prefer narrow, well-defined responsibilities : We give a lot of autonomy and visibility; the scope here will evolve quickly as we grow.

You want a low-intensity support role : This role will be busy and high-leverage; you’ll handle a lot of volume and context and be expected to make good decisions independently.

You’re a late-riser : Our customers span North America, many are in ET. Our peak support hours are 8am-10am PT, so we’ll expect this role to be online and active by 7am PT.

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.

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. Our Customer Solutions Engineers will handle these and related responsibilities.

You won’t write code, but you will be expected to work with debugging logs, understand JSON data formats, and trace data transformations to resolve issues. You’ll read error messages, look at example payloads, understand how two systems map fields to each other, and help customers correct misconfigurations. If you’ve previously been the “technical person” on a CS/support team, this will feel familiar and a step-up in ownership.

At each stage, we decide and update you within 24hrs:

Intro (15min) : informal chat for you to learn more about the role. We'll ask for details on your past projects and what you're looking for next. We want to know that you meet our basic requirements and can speak about your work clearly. You’re welcome to ask lots of questions about whether working at Agave makes sense for you.

Writing Exercise (45min) : we provide two short prompts that you reply to in a Google Doc. Our goal is to quickly decide whether you understand our business and can write clearly, with minimum time required from you.

Experience (30min) : we'll dive into the details of your recent work experience, asking questions to learn about what you've done. Our goal is to ensure you've worked on sufficiently complex projects to confirm you'll be successful if you join us full-time. We'll also reserve time to answer any questions you have about Agave.

Take home case study (1-2 hours) : you’ll respond to a simulated Agave support scenario involving multiple customers and time-sensitive issues. We’re looking for clear written thinking, sound judgment under ambiguity, and accurate use of our documentation.

On-site (60min x 5, all 1:1 interviews) [In-Person in SF, we pay for the trip]: you'll interview with each co-founder and other members of our team. This will be a deeper dive into your experience and overall fit. Each interview is about 1hr, 45min for our questions and 15min for yours.