What we doAdaptive is a vertical AI company of 50, building the agentic operating system for the $2 trillion U.S. construction industry. We work with over 1,000 customers, partner with over 50 accounting firms, and have raised $26m from Emergence, a16z, and other top funds.Why join us?Win a massive category that's up for grabs. Construction is among the least digitized industries left, and no AI king has been crowned. With our momentum, team, and backing, we are in position to be that companyBuild a moat that compounds. We orchestrate multi-stakeholder workflows across an industry that today runs on paper, email, and phone calls. Every process we manage generates data no one else has. That data makes each new use case easier to expand to, while building a compounding moatWork with the rare team that can pull this off. Winning here takes deep construction knowledge and deep AI fluency in the same room. That intersection is rare, and we have it with backgrounds across finance, technology, and constructionServe the people building the world around you. Your favorite local café. The new house on the corner. The massive new skyscraper at Central Park South. All built by our customers: skilled, creative people who have spent their lives bringing neighborhoods to life 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 analysisReview logs, metadata, and internal dashboards to diagnose complex problemsReplicate customer-reported issues in sandbox environmentsTroubleshoot integrations, with a strong emphasis on QuickBooks Online (QBO) sync behaviorAssess whether issues represent bugs, user errors, or workflow misunderstandingsCreate clear, detailed escalation tickets for engineering with reproduction steps, logs, impact, and hypothesesManage multi-step investigations, ensuring timely follow-up with customersCollaborate with engineering during escalations to provide context and added technical findingsSurface patterns and recurring issues to Product and EngineeringProduce detailed Help Center content focused on technical troubleshooting and integrations Qualifications2+ years technical support, tier-2 support, or SaaS troubleshooting experienceRequired: Experience with QuickBooks Online Strong debugging skills and comfort working with logs, data, and test environmentsExcellent written communication for investigations and engineering escalationsExperience handling long-running technical casesGeneral understanding of construction industry financial processes (or aptitude for quick learning)Familiarity with customer communication platforms like IntercomDemonstrated ability to learn complex systems and processes quickly What We OfferOpportunity to take on high-impact technical workCompetitive cash compensationTop-tier benefits and 401(k) matchFlexible, remote-friendly work environment
