Vantaca · 11 hours ago
Lead Technical Support Engineer
Wilmington, NC
Full-time
Hybrid
Mid, Senior Level
2+ years expVantaca is a rapidly growing company revolutionizing the community association management industry with their AI workforce platform. The Technical Support Engineer serves as a critical technical bridge between customers and engineering teams, responsible for resolving technical escalations and ensuring high-quality support through effective issue diagnosis and prevention.
Artificial Intelligence (AI)Business IntelligenceBusiness Process Automation (BPA)Property ManagementSoftware
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
Qualification
Required
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
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
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.
Great parental leave benefits.
Ongoing industry and professional development trainings available to all employees.
Company
Vantaca
Vantaca is an AI-driven platform that automates community management tasks while fostering growth and stronger relationships.
201-500 employees
H1B Sponsorship
Vantaca has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
Funding
Current Stage
Growth StageTotal Funding
$305MKey Investors
Cove Hill PartnersJMI Equity
2025-10-15Private Equity· $300M
2022-02-18Series Unknown· $5M
Leadership Team
Dave Sweyer
Founder
Recent News
2025-11-19
2025-11-12
Company data provided by crunchbase