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.

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.

• 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

• 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

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…