The role
- COMP
- $100K - $160K
- EQUITY
- Competitive
- LOCATION
- San Francisco
- WORKPLACE
- On-site or Remote
- EXPERIENCE
- 2 - 8 years
- VISA
- None, Visa transfers
- INDUSTRY
- Construction, Fintech, AI, API SDK, B2B, Enterprise
/roles — ROLE_138
Technical Support Engineer
Construction fintech startup automating back-office finance work with AI across legacy industry software
The company
Growing startup whose AI platform runs finance operations for construction companies, linking decades-old accounting and project software to automate invoicing, expenses, compliance, and billing.
- STAGE
- Series A-stage
- FUNDING
- $20M+ raised
- TEAM
- ~40 people
- FOUNDED
- 2021
- BACKING
- VC-backed
JD — the work
About the role
The company just raised its Series A, is adding customers fast, and wants support treated as a first-rank function instead of an afterthought. As the dedicated technical support engineer, you would learn the platform inside out, run the ticket queue, and be the first point of contact when a customer hits a bug or gets stuck. You would also shape the way support runs, including SLAs, metrics, tools, and process, working closely with the solutions team, PMs, and engineers. Onboarding and account growth sit with other teams, so the focus stays on support.
What you'll do
- Spend roughly 60% of the week working through and fixing customer tickets
- Improve docs, FAQs, and videos so each new problem is quicker to solve (about 20%)
- Review recurring issues with product and engineering to prioritize fixes and smooth onboarding (about 10%)
- Spend the rest improving processes and taking on strategic projects
- Read logs, error messages, and JSON payloads to trace data between systems and fix misconfigurations
- Surface patterns from the queue that feed directly into the product roadmap
What they're looking for
- Roughly 2 to 8 years in support, customer success, or similar, ideally as the team's technical go-to
- Comfort reading debug logs and JSON, and tracing how fields line up between two systems
- Enjoyment of customer conversations and of bringing structure to messy processes
- No coding required, but strong technical instincts for tracing data problems