Lead Technical Support Engineer

Lead Technical Support Engineer – Wilmington, NC / Redwood City, CA

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.

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-making problems

• 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

• 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 & 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

• 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

• 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

• 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

• 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

• Extreme ownership:
  Takes full responsibility for outcomes, not just inputs
• Customer‑focused:
  Balancing customer urgency with thorough resolution
• Data‑driven:
  Makes decisions…