# Support Engineer

**Company:** [Avoca](https://hotfix.jobs/companies/avoca)
**Location:** Unspecified
**Role:** Support Engineering
**Salary:** $120k – $150k/yr
**Experience:** 5+ years
**Skills:** APIs, Webhooks, Integrations, Debugging, Production Systems, Configuration Management, Data Flow, Ticket Triage, Ai-Assisted Workflows, Classification Logic
**Posted:** 2026-08-18

> Own customer technical issues end-to-end by diagnosing production systems, configuration, integrations, and data flows. The role requires 3–6+ years of technical support or implementation experience, strong debugging skills, and a full-time in-office presence in New York City.

## Job Description

## Responsibilities
- Debug independently by tracing system state, configuration, workflows, and data flow across production environments.
- Own support tickets from first response through confirmed resolution.
- 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 operational rigor in triage, prioritization, and customer communication.
- Surface recurring failure patterns that inform product and engineering improvements.
- Partner with Solutions Engineers and Engineering to address deeper product gaps and push fixes upstream.

## Requirements
- 3–6+ years in a technical, execution-heavy role such as Support Engineer, Solutions Engineer, or Implementation Engineer.
- Strong debugging instincts and comfort operating in production environments without a complete playbook.
- Familiarity with APIs, integrations, webhooks, and configuration-driven systems.
- Ability to reason through complex system behavior from first principles rather than simply following runbooks.
- Clear, direct communication, including the ability to explain what happened, why, and how it was addressed.
- Strong ownership and a bias toward solving problems rather than routing tickets.
- Self-motivated, entrepreneurial, autonomous, organized, and comfortable with ambiguity and multiple initiatives.
- Effective collaboration and communication skills.
- Willingness to work in person full time at the NYC office.

## Compensation & Benefits
- Base salary: $120,000–$150,000.
- Total compensation includes base salary, bonus, equity, and benefits.
- Medical, dental, and vision insurance.
- Company-sponsored 401(k).
- Flexible paid time off and U.S. federal holidays.
- Company-wide off-sites.
- Daily in-office lunch.
- Dinner when working late.
- Commuter benefits and late-night rideshare.
- Standing desks and workspace accommodations upon request.
- Core tools and software provided.

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