About the job
About Avoca
At Avoca, we are revolutionizing customer engagement within the home service industry. Our innovative platform utilizes AI-driven conversational agents to efficiently manage high-value inbound calls, including job bookings, lead qualification, and revenue enhancement—all with unparalleled speed and consistency compared to traditional call centers.
Having expanded to 85 employees in less than two years, we foster a vibrant in-office culture in New York City. In a thriving market exceeding $500 billion, where every missed call can translate into lost revenue, we are at the forefront of defining the future of AI-enhanced customer interactions.
Our rapid growth has allowed us to serve some of the most significant brands in home services, achieving a remarkable 10x growth in 2025. Our dedicated in-office team in NYC is driven to capture a massive and underserved market, as 85% of missed calls go to competitors. Every new team member here makes an immediate and impactful contribution.
About the Role
We are looking for a hands-on Support Engineer who thrives on solving problems, diagnosing system behaviors, and helping customers in real-time. As a Support Engineer at Avoca, your primary focus will be on addressing customer issues and support tickets across our production systems.
You will be empowered to independently debug issues, analyze configuration, workflows, and data flows, and drive resolutions with minimal handoff. This role demands strong execution, technical acumen, and effective communication, while closely collaborating with Solutions Engineers and the Engineering team for broader system changes.
Support Engineers are essential to ensuring our customer deployments operate smoothly. Your efforts will significantly influence customer trust, product reliability, and our ability to scale efficiently.
What You’ll Do
Independently troubleshoot issues by analyzing system states, configurations, workflows, and data flows.
Diagnose complex issues involving classification logic, pricing, availability, scheduling, objection handling, and other configurable behaviors. Manage customer support tickets from investigation to resolution.
Utilize internal tools and AI-assisted workflows to investigate and resolve issues in a timely manner.
Maintain rigorous operational standards in triage, prioritization, and customer communications.
Identify recurring issues and patterns to enhance overall system reliability over time.
What You'll Bring
3–6+ years of experience in a technical, execution-focused role.

