Director, Support Engineering

About Avoca

Avoca is transforming how home service companies engage with their customers. Our AI-powered conversational agents handle every high-value inbound call, including booking jobs, qualifying leads, and driving higher revenue, all at a speed and consistency unmatched by human call centers.

We’ve expanded to 100 employees in under two years, backed by a high-energy, in-office culture across our NYC headquarters and Santa Barbara office. In a $500B market where missed calls mean lost business, we’re building the category-defining platform for AI-driven customer engagement.

We’re serving the largest brands in home services, and grew 10x in 2025. With a high-performance, in-office team in NYC, we’re moving fast to capture a massive, underserved market where 85% of missed calls go to competitors. Every hire here has an immediate and visible impact.

About the Role

As Director of Support Engineering, you'll own the function responsible for resolving customer issues across Avoca's production systems, and you'll shape it into a scalable, high-performing operation as we grow.

This is a leadership role with a high technical bar. You'll build and manage the Support Engineering team, define how we triage, escalate, and resolve issues, and stay close enough to the technical work to unblock the hardest problems yourself. You'll develop product expertise on par with a senior deployment engineer so you can set the standard for quality, speed, and rigor across the team.

You'll also serve as the critical bridge between Support and Product Engineering, ensuring the right problems reach the right teams with full context, while your team resolves everything else independently and efficiently.

What You’ll Do

• Hire, develop, and retain support engineers as we scale.
• Set the bar for technical depth, ownership, and customer communication across the team.
• Define career paths, performance standards, and coaching rhythms that drive continuous improvement.
• Serve as the senior escalation point for complex, high-impact, or long-running issues.
• Personally debug production issues involving configuration, workflows, system behavior, and data flow when needed.
• Step in decisively when tickets stall: re-scope the problem, reset expectations with the customer, or drive to resolution.
• Design and refine the operating model: triage workflows, escalation paths, staffing plans, and SLAs.
• Manage workload distribution and capacity as ticket volume and product complexity grow.
• Instrument the function with metrics that give leadership clear visibility into support health and customer impact.
• Own and maintain the team's knowledge base, ensure troubleshooting guides, configuration references, and resolution playbooks are accurate, current, and actively used by the team.
• Own the interface between Support and Engineering and ensure escalations are well-scoped, reproducible, and actionable.
• Identify patterns in mishandled or low-confidence AI responses and partner with the AI team to improve response accuracy, escalation triggers, and conversation handling logic.
• Influence product and engineering priorities based on patterns in support data.
• Continuously sharpen escalation criteria so Engineering time is spent on the right problems.

What You’ll Bring

• 8-12 years in technical support, solutions engineering, or engineering-adjacent roles, with 3 years leading teams.
• Track record of building or scaling a technical support function in a high-growth B2B SaaS environment.
• Strong engineering debugging instincts: you can reason through complex production issues and teach others to do the same.
• Deep familiarity with configuration-driven systems, integrations, and workflow logic.
• Proven ability to hire well, coach directly, and hold a high bar without micromanaging.
• Process-builder by nature: you design systems that scale, not just solve the problem in front of you.
• Comfortable operating cross-functionally with CS, Product, and Engineering leadership.

Who You Are

• A builder and operator at heart. You’re energized by standing up new functions, systematizing what works, and iterating relentlessly.
• A strategic leader who thrives in high-growth, high-ambiguity environments and is motivated by outsized impact.
• A thoughtful communicator who distills complexity into clarity for technical and non-technical audiences alike.
• Deeply collaborative, with a natural instinct for forging alignment across Sales, Product, Engineering, and Customer Success.
• In-office, engaged, and eager to lead from the front at our NYC location full-time.

Benefits

• Comprehensive medical, dental, and vision insurance
• Company-sponsored 401(k) through Vestwell
• Flexible PTO plus U.S. federal holidays
• Daily in-office lunch through Parkday
• Dinner covered when working late
• Commuter support including transit reimbursement and late-night rideshare
• Standing desks and workspace accommodations available on request
• All core tools and software provided

Why Avoca

Avoca is building a category-defining company at the center of a massive, underserved market. You will join a senior leadership team that values speed, ownership, and craftsmanship—where your work will have a direct and visible impact on the trajectory of the business. If you are looking for a role where you can shape the strategy, build the team, and define how an industry-leading company delivers for its clients, this is it.

Compensation: The expected base salary for this role is $175,000-$225,000 with final compensation based on experience, skills, and qualifications determined during the interview process. Avoca’s total compensation package includes base salary, bonus, equity, and a comprehensive suite of benefits and perks. Our Recruiting team will share the full details as you progress through our hiring process.