Support Engineer

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.

Responsibilities

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

Requirements

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; 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; Monthly wellness stipend; Standing desks and workspace accommodations available on request; All core tools and software provided