About this role
What we doAdaptive is a rapidly growing vertical AI company of 40, building an AI-native ERP for real estate and construction. We have grown rapidly to over 600 customers and have raised $26m from Emergence, a16z, and other top funds, as well as a collection of angels from companies like Brex, Ramp, Airbase, Square, and Shopify.
Why join us?Power the local built environmentWe serve the small businesses that are building communities across our country. Your favorite local café, the new house on the corner, or the ADUs helping to solve the housing crisis were all built by our customers--those who have lived in their cities for their entire lives and have a true passion for their craft. These are creative, dynamic, skilled individuals who bring neighborhoods to life by conceiving of and constructing environments where people connect and build memories.
Join a world-class team at the forefront of vertical AIWe have built a culture rooted in collaboration, execution, and experience! We have deep backgrounds in finance, technology, and construction, and a fast-growing customer base. We have the momentum, team, and vision to win in this massive market. We'd love for you to join us.
Role SummaryAs a Technical Support Specialist at Adaptive, you’ll assist customers while also taking ownership of advanced technical investigations. In addition to real-time support, you’ll analyze logs, reproduce issues, diagnose integration failures, and determine whether problems stem from user workflows, data discrepancies, or product defects.
This role acts as a critical bridge between Support and Engineering and provides a defined path toward becoming a Technical Support Engineer.
ResponsibilitiesHandle customer support inquiries, including advanced technical issues requiring deeper analysis
Review logs, metadata, and internal dashboards to diagnose complex problems
Replicate customer-reported issues in sandbox environments
Troubleshoot integrations, with a strong emphasis on QuickBooks Online (QBO) sync behavior
Assess whether issues represent bugs, user errors, or workflow misunderstandings
Create clear, detailed escalation tickets for engineering with reproduction steps, logs, impact, and hypotheses
Manage multi-step investigations, ensuring timely follow-up with customers
Collaborate with engineering during escalations to provide context and added technical findings
Surface patterns and recurring issues to Product and Engineering
Produce detailed Help Center content focused on technical troubleshooting and integrations
Qualifications2+ years technical support, tier-2 support, or SaaS troubleshooting experience
Required: Experience with QBO or other accounting system integrations
Strong debugging skills and comfort working with logs, data, and test environments
Excellent written communication for investigations and engineering escalations
Experience handling long-running technical cases
General understanding of construction industry financial processes (or aptitude for quick learning)
Familiarity with customer communication platforms like Intercom
Demonstrated ability to learn complex systems and processes quickly
What We OfferOpportunity to take on high-impact technical work
Competitive cash compensation
Top-tier benefits and 401(k) match
Flexible, remote-friendly work environment
CompensationThe annual base compensation range for this role is $70-75k USD plus top-tier equity and benefits.