Lead Technical Support Engineer

Description HOAi is the fastest-growing company revolutionizing the community association management industry. Our AI workforce platform integrates machine learning technology to streamline labor-heavy processes, eliminating inefficiencies and driving scalability. With rapid growth in the AI space, we are pushing boundaries to redefine industry standards.

HOAi Agents go beyond traditional AI by proactively executing complex, multi-step processes with human-like reasoning—working autonomously, 24/7, across your entire operation. This transformation optimizes labor costs, enables growth without additional hires, and ensures faster, higher-quality service for residents and board members.

Overview The Technical Support Engineer at HOAi serves as the critical technical bridge between customers, Forward Deployment Engineers, and the core engineering team. This role exists to absorb and resolve technical escalations, diagnose complex issues before they cascade into customer-visible incidents, and build the knowledge base and tooling that enables scalable, high-quality support. You'll own the full lifecycle of technical issues—from rapid diagnosis through resolution, documentation, and prevention—while protecting engineering team velocity by handling what would otherwise be constant context switches and interruptions. The ideal candidate combines strong debugging skills with excellent communication abilities and an ownership mindset focused on finding, fixing, documenting, and preventing issues.

Accountability Key Initiatives

• Issue Resolution Ownership: Be the single-threaded owner for customer-reported technical issues, ensuring timely, thorough, and accurate troubleshooting across HOAi's AI automation platform
• Diagnosis & Prevention: Quickly diagnose API/integration breaks, data mismatches, and agent performance anomalies before they cascade into customer-visible incidents
• Development Protection: Absorb technical escalations from Customer Experience team, freeing Product & Engineering team to focus on roadmap work
• Knowledge Base Development: Maintain living documentation (playbooks, runbooks, step-by-step guides) that deflects repeat tickets, enabling self-service
• Proactive Monitoring: Implement synthetic checks and environment health dashboards for Voice/Agents to catch failures pre-go-live
• Trend Analysis & Product Feedback: Turn support patterns into prioritized bugs and roadmap improvements with quantified impact, clean repros, and logs

Success Metrics

• Recover of PDE/CX time from interrupts, measured by reduced escalation volume to core engineering
• Reduce MTTR for Tier 1 incidents via single-threaded ownership, better repros, and prebuilt playbooks
• Improve customer NPS scores through faster resolution times
• Measurable reduction in repeat tickets through knowledgebase, tooling and environment guardrails
• Meet or exceed established response and resolution SLAs across priority levels
• Identify and resolve issues before customer impact, measured by reduced reactive ticket volume

Responsibilities Technical Issue Resolution

• Troubleshoot C# code using debugger tools to identify and resolve bugs
• Debug stored procedures within SQL Server Management Studio (SSMS) and resolve or escalate as appropriate
• Investigate complex technical challenges including API failures, integration breaks, webhook issues, and authentication problems
• Determine root cause through systematic debugging and diagnostic analysis
• Implement fixes for simple issues directly; escalate complex issues with comprehensive context
• Validate fixes in staging/test environments before customer deployment

Agent Platform Support

• Diagnose and resolve issues specific to HOAi's agentic platform including AP/AR automations and homeowner support workflows
• Troubleshoot HOAi Voice real-time agent issues including ASR/TTS problems and telephony integration challenges
• Understand LLM/agent telemetry basics to identify performance anomalies and quality issues
• Debug agent routing logic, context handling, and decision-making problems
• Work with ERP integrations and data mapping issues
• Monitor agent performance metrics and identify degradation before customer impact

Cross-Functional Collaboration

• Collaborate closely with Customer Experience, Product and Engineering teams to translate customer pain points into technical solutions
• Escalate critical issues with complete context (logs, repros, customer impact) to appropriate teams
• Participate in sprint planning to represent support perspective on upcoming releases

Process Development & SLA Management

• Monitor and improve SLAs for different priority levels and issue types
• Create escalation criteria and clear handoff procedures
• Track and report on SLA compliance and identify improvement opportunities
• Analyze support trends to identify recurring issues and systemic problems
• Quantify impact of common issues (frequency, customer count, revenue at risk)
• Provide detailed feedback to Product and Engineering with prioritized improvement suggestions
• Track bugs from customer report through engineering fix to deployment
• Measure effectiveness of product changes in reducing support volume
• Identify opportunities for product enhancements that would eliminate entire categories of issues

Continuous Improvement

• Work within Engineering to automate and simplify support processes
• Build internal tools and scripts that accelerate diagnosis and resolution
• Identify opportunities to deflect tickets through better product design or documentation
• Stay current on platform updates, AI developments, and new HOAi features
• Share learnings across the support team to elevate overall technical capability
• Participate in engineering team meetings and code reviews when relevant

Qualifications Required Experience

• 2-4+ years hands-on experience with C#/.NET development and debugging
• Writing queries, stored procedures, performance tuning, and data analysis in SSMS
• Navigating codebases, using debugger, troubleshooting runtime issues
• Using tools for API debugging to test and troubleshoot APIs
• Parsing application logs to identify root causes and error patterns
• Previous experience owning customer-facing technical issue resolution

Preferred Experience

• Working with webhooks, auth flows, and data synchronization
• Property management software knowledge
• Basic understanding of agent systems, prompts, and model behavior
• Scripting/automation skills
• Understanding of CI/CD, deployment processes, and cloud infrastructure
• Following or defining incident response procedures

Skills & Competencies

• Systematic approach to debugging complex technical issues
• Ability to convey technical topics clearly to non-technical audiences
• Juggling multiple priorities and working independently
• Asking the right questions to get to root cause quickly
• Thorough in investigation, documentation, and validation
• Understanding customer frustration and maintaining professionalism under pressure
• Creating clear, concise documentation that others can actually use
• Working effectively across teams with different priorities
• Quickly ramping up on new technologies and product features

Mindset & Approach

• Extreme ownership: Takes full responsibility for outcomes, not just inputs
• Customer-focused: Balancing customer urgency with thorough resolution
• Data-driven: Makes decisions based on metrics and evidence
• Continuous learner: Stays current with evolving technologies and best practices
• Quality-focused: Builds systems that are reliable, maintainable, and elegant
• Velocity-minded: Balances speed with quality; ships and iterates

The HOAi Way

• Shoot for Impossible and Make it Happen: Sets audacious goals that others might see as unreachable and breaks them into actionable steps. Relentlessly perseveres through obstacles with resourcefulness and determination, turning ambitious vision into tangible results.
• Radical Candor Leads to Humble Excellence: Gives and receives direct, honest feedback with genuine care for others' growth. Stays open-minded on the path to continuous improvement, recognizing that the best outcomes come from carrying no ego.
• Hire and Develop the Best Talent: Actively seeks exceptional people who raise the bar and invests deeply in their growth. Creates opportunities for team members to stretch their capabilities, providing coaching and support that helps them reach their full potential.

Why You Should Join Our Team

• Our eNPS is +68! (Google it, that is great).
• Benefits: Medical, Dental, and Vision kick in day one.
• Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year).
• 401K with Company Match.
• Remote Flexible - come to the office when needed.
• Great parental leave benefits.
• Named on Inc 5000 list of America’s Fastest Growing Private Companies.
• Named on Inc 5000 Vet 100 Private Companies list multiple years in a row.
• Winner of Coastal Entrepreneur Award, Technology Category.
• Active employee-led Culture Committee.
• Ongoing industry and professional development trainings available to all employees.
• Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community.
• We’re playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We’re building something cool and people like it here.

We receive many resumes for our open positions and each one is reviewed by a human being on our recruiting team. We will compare your background with the qualifications and requirements for the position. If you are selected for an interview you will receive an e-mail from someone on our recruiting team with an @vantaca.com email address. It may take some time for us to review all of the applications so give us some time to respond. We appreciate your interest in this role.