Support Engineer

Avoca • New York, NY

2d • Onsite

About The Position

This is a hands-on role for engineers who enjoy debugging, diagnosing system behavior, and unblocking customers in real time. As a Support Engineer at Avoca, you’ll focus on resolving customer issues and support tickets across our production systems.
You’ll be trusted to debug issues independently, reason through configuration, workflows, and data flow, and drive issues to resolution with minimal handoff. The role emphasizes strong execution, technical judgment, and clear communication, while partnering closely with Solutions Engineers and Engineering when broader changes are required.
Support Engineers play a critical role in keeping customer deployments running smoothly. Your work directly impacts customer trust, product reliability, and our ability to scale without friction.

Requirements

• 3–6+ years of experience in a technical, execution-oriented role such as Support Engineer, Solutions Engineer, or Implementation Engineer.
• Strong independent debugging skills and comfort working in production environments.
• Familiarity with APIs, integrations, data flow, and configuration-driven systems.
• Able to reason through complex system behavior without step-by-step guidance.
• Clear, concise communicator who takes ownership through resolution.
• Motivated by solving real customer problems quickly and correctly.
• Eager to work in person at our NYC office full time.

Responsibilities

• Independently debug issues by reasoning through system state, configuration, workflows, prompts, and data flow.
• Diagnose issues involving classification logic, pricing and fees, availability, scheduling, objection handling, and other configurable behaviors.
• Own customer support tickets end-to-end, from investigation through resolution.
• Use internal tools and AI-assisted workflows to investigate and resolve issues efficiently.
• Maintain high operational rigor in triage, prioritization, and customer communication.
• Surface recurring issues and patterns to help improve reliability over time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed