Support Engineer

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, schedul [... source excerpt omitted ...] 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, ob [... source excerpt omitted ...] . 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 pr