Job Details

We are seeking a Technical Support Engineer to serve as a highly technical, customer-facing resource supporting our connected hardware and software platform. This role is responsible for diagnosing and resolving complex issues across devices, systems, and data—often in real time. We will be hiring one engineer on the east cost and one on the west coast.

This is not a traditional support role. You will operate in a phone-first environment, working directly with customers while leveraging logs, backend data, and system insights to troubleshoot and resolve issues. You will own issues end-to-end, from initial intake through resolution or escalation, with a strong focus on root cause identification.

We are looking for someone who thrives in a fast-paced environment, is comfortable getting into the technical details, and can clearly communicate complex issues in a way that makes sense to the customer.

What you'll do: Technical Troubleshooting & Resolution

• Diagnose and resolve complex issues across hardware, software, and system integrations
• Analyze logs, system behavior, and backend data to identify root causes
• Troubleshoot issues in real time, often while on live customer calls
• Own issues end-to-end, ensuring timely and accurate resolution

Customer-Facing Technical Support

• Provide support across phone, email, and chat, with a strong focus on phone-based interactions
• Guide customers through technical troubleshooting in a clear, structured manner
• Translate complex technical issues into simple, actionable steps
• Maintain control of customer interactions while working through multi-step resolutions

Systems & Data Investigation

• Investigate discrepancies across systems such as Salesforce, NetSuite, and internal platforms
• Understand how data flows across systems and impacts device behavior and customer experience
• Resolve issues tied to orders, devices, connectivity, and account configuration

Case Management & Escalation

• Maintain detailed, accurate documentation of technical issues and resolution steps
• Escalate issues when necessary with clear, complete, and actionable context
• Partner with Engineering. Product, and Quality on deeper issues
• Reduce unnecessary escalations through thorough investigation and problem-solving

Continuous Improvement

• Identify recurring issues and contribute to long-term fixes
• Improve troubleshooting guides, runbooks, and Help Center content
• Stay current on product updates, system changes, and new technical workflows
• Provide feedback to Product and Engineering to improve system reliability
• Contribute to the continuous improvement of support processes, documentation, and troubleshooting resources.
• Assist with special projects, product testing, or internal initiatives that help improve the customer experience.
• Support the team during high-volume periods and maintain flexibility in a fast-paced, evolving startup environment.

Who you are:

• 3-6 years in technical support, support engineering, or similar roles
• Experience in a complex system environment (hardware + software preferred)
• Strong experience with:
• Log analysis and system diagnostics
• Troubleshooting across multiple systems (CRM, ERP, internal tools)
• Familiarity with tools such as Salesforce, NetSuite, Zendesk, or similar
• Experience operating in a real-time, phone-first support environment
• Strong problem-solving skills with a bias toward ownership and resolution
• Detail-oriented with strong documentation habits
• Energized by Avive's mission and excited to help deliver a best-in-class support experience that saves lives.

Bonus Points For:

• Experience supporting connected devices, or hardware + SaaS platforms
• Strong background in log analysis, system diagnostics, and root cause investigation
• Experience working with Salesforce, NetSuite, Zendesk, Jira, or similar enterprise systems
• Exposure to incident management or high-availability environments
• Experience translating complex technical issues into clear, customer-friendly communication
• Background working closely with Engineering and Product teams to resolve issues