Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company – we're building the category-defining platform that will transform how an entire industry operates.

Here's the reality of our trajectory:

Growing 100% year-over-year
Our AI product (HOAi) went from $0 to millions in months
Backed by Cove Hill Partners and JMI Private Equity
6M+ doors on our platform, displacing legacy systems

We are a winning team that believes in working together to make big ideas happen. We are a collaborative and visionary group that holds ourselves accountable for our results. Our ability to be nurturing and agile allows us to adapt to change and support each other through any challenges that come our way. We are customer-centric, meaning that we put our customers' needs and preferences at the heart of our work. We are authentic game changers that are building something cool and people like it here.

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

Expectations for Success

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

Requirements

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

Core Values

Always Growing: Likes change and enjoys finding new ways to improve their knowledge and the product. Always ready to learn quickly, helping themselves and the team grow.
Win as a Team: Builds trust and works together by making sure everyone communicates well. Actively involved in daily work, working closely with the team, listening to their ideas, and celebrating successes together.
Accountability Starts with Me: Notices problems and takes personal action to solve them.
Unwavering Commitment to Customer Experience: Regularly talks to customers, taking personal responsibility to understand what they need, address concerns, and make their experience better with improved Vantaca processes.
Innovate Boldly: We challenge the status quo and push boundaries to create meaningful change. We act with urgency and purpose, knowing that innovation drives our success.

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.

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Req ID: R24

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