Support Engineer

Job description

ABOUT AVOCA Avoca is transforming how home service companies engage with their customers. Our AI-powered conversational agents handle every high-value inbound call, from booking jobs, qualifying leads, and driving higher revenue, all at a speed and consistency unmatched by human call centers. We're a Series B startup backed by Kleiner Perkins, Meritech Capital, General Catalyst, and other top-tier investors, with $125M raised and a $1B valuation. We grew 10x in 2025 and have scaled to 130+ employees in under two years across our NYC headquarters and Santa Barbara office. In a $1T+ market where 85% of missed calls go to competitors, we're building the category-defining platform for AI-driven customer engagement, serving the largest brands in home services. With high-energy, in-office teams in both locations, every hire here has an immediate and visible impact. ABOUT THE ROLE Customers don't remember when things work, but they remember when things break and how fast you fix them. As a Support Engineer at Avoca, you're the person who makes that moment go well. This is a hands-on, high-autonomy role. You'll own customer issues end-to-end: triaging incoming tickets, debugging production systems, reasoning through configuration and data flow, and driving problems to resolution, often without needing to hand anything off. You'll work across classification logic, pricing, scheduling, availability, prompt behavior, and other configurable layers of our platform, using internal tools and AI-assisted workflows to move fast. When issues reveal deeper product gaps, you'll partner with Solutions Engineers and Engineering to surface patterns and push fixes upstream. Your judgment directly shapes customer trust, product reliability, and our ability to scale. WHAT YOU'LL DO - 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. WHAT YOU'LL BRING - 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. WHO YOU ARE - 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. BENEFITS - Comprehensive medical, dental, and vision insurance - Company-sponsored 401(k) through Vestwell - Flexible PTO plus U.S. federal holidays - Company-wide off-sites - Daily in-office lunch through Parkday - Dinner covered when working late - Commuter benefits and late-night rideshare - Standing desks and workspace accommodations available on request - All core tools and software provided Compensation: The expected base salary for this role is $120,000-$150,000 with final compensation based on experience, skills, and qualifications determined during the interview process. Avoca’s total compensation package includes base salary, bonus, equity, and a comprehensive suite of benefits and perks. Our Recruiting team will share the full details as you progress through our hiring process. WHY AVOCA 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.