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Adaptive

Technical Support Specialist

Adaptive

. Handle customer support inquiries, including advanced technical issues requiring deeper analysis .

Posted 11/10/2026full-timeRemote • United StatesJuniorMid-Level💰 $70,000 - $90,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support and troubleshooting, particularly with QuickBooks Online, while effectively communicating complex technical issues and solutions. Capable of managing investigations and collaborating with engineering teams to enhance customer support experiences.

Highest-signal resume keywords
Technical Support ExperienceQuickBooks Online ProficiencyDebugging SkillsWritten Communication SkillsCustomer Communication Platforms Familiarity

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical SupportSaaS TroubleshootingDebuggingLog AnalysisIssue ReplicationTechnical InvestigationsEscalation Ticket CreationData AnalysisIntegration TroubleshootingHelp Center Content Production
Soft Skills
Customer OwnershipCollaborationProblem-SolvingAttention to DetailAdaptability
Tools & Technologies
QuickBooks OnlineIntercom
Industry Keywords
Construction Industry Financial ProcessesTechnical SupportTier-2 SupportCustomer Support InquiriesTechnical Issues

About the role

Key responsibilities & impact
  • Handle 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 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 add technical findings
  • Surface patterns and recurring issues in Product and Engineering
  • Produce detailed Help Center content focused on technical troubleshooting and integrations
  • Assist customers while taking ownership of advanced technical investigations
  • Act as a bridge between Support and Engineering, with a path toward becoming a Technical Support Engineer

Requirements

What you’ll need
  • 2+ years technical support, tier-2 support, or SaaS troubleshooting experience
  • Required: Experience with QuickBooks Online
  • 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
  • Must be based in the United States
  • Must be authorized to work in the U.S.

Benefits

Comp & perks
  • Competitive cash compensation
  • Top-tier benefits
  • 401(k) match
  • Flexible, remote-friendly work environment
  • Equity