Technical Support Specialist for US Real Estate SaaS (Night Shift)

AgentOS is a real estate software platform used by agents and small brokerages across the United States. We handle transactions, contacts, seller reporting, compliance, and a native iOS app. You can look at what we do here: ----------

We are small. Right now the founder answers every support ticket, reproduces every bug, and tests every release himself. That is the job you are taking over.

This is not a chat-support job where you paste canned replies. You will be the first person who looks at a problem and d ---------- what is actually happening.

WHAT YOU WILL DO

Own the support inbox. Read the ticket, figure out what the customer actually did, reply clearly, and close it. Most tickets should never reach the founder.

Reproduce bugs. When something is broken, get into a test account, make it happen again, and write it up so an engineer can fix it without asking you a single follow-up question.

Test releases. Before we ship, walk the new features on our staging site and on TestFlight, follow the checklist, and find what broke.

Write the knowledge base. Every ticket you answer twice becomes an article.

WHO THIS IS FOR

You have supported real software before, not a call center script. You are comfortable being told "here is a log file, tell me what happened." You would rather spend twenty minutes finding the real cause than five minutes sending a polite non-answer.

REQUIRED

• 2+ years supporting a software product, SaaS preferred
• You can read a log file or a browser console and pull the useful line out of it
• You can write basic SQL SELECT statements (joins, WHERE, ORDER BY)
• You understand what an API is, what a 500 error means, and the difference between "the server rejected it" and "the page did not load"
• Excellent written English. Our customers are US real estate agents. Your replies go out under our name with no one editing them.
• You can work 9:00am to 5:00pm US Eastern Time. That is 9:00pm to 5:00am Manila time. This is a night shift and it is not negotiable. Do not apply if you cannot do this permanently.
• Reliable power and internet, plus a backup

NICE TO HAVE

• Experience with Supabase, Postgres, or any Postgres-backed product
• Experience with a helpdesk tool (Zendesk, Intercom, Freshdesk, HubSpot)
• You have written test cases or QA checklists before
• US real estate knowledge

PAY AND GROWTH

Starting pay is $700 to $900 USD per month, depending on how you do on the test below, paid twice a month through Wise.

At 90 days we review. If you are running support without me, the range goes to $1,000 to $1,200 and we start handing you database access and more of the technical work. I am telling you the number up front because I want the person who is planning to still be here in two years.

HOW TO APPLY

Read this part carefully. Most applications will be deleted without a reply because people skip it.

Start your message with the word ESCALATE on the very first line, by itself.

Then answer all four items below. Short answers are fine. I care about the thinking, not the length.

Below is a real log from one of our scheduled background jobs. It sends our automated customer email s once a day. The job is supposed to email 214 accounts. Only 137 got an email . Here is what we have:
--- START LOG ---------- :00:00.412 [Info] Function "lifecycle -email s" booted (time: 38ms) ---------- :00:00.598 [Info] cron trigger received, mode=daily ---------- :00:00.912 [Info] fetched 214 orgs for evaluation ---------- :00:01.004 [Info] batch 1/5 (orgs 1-50) ---------- :00:02.271 [Info] batch 1 complete, 50 sent, 0 failed ---------- :00:02.310 [Info] batch 2/5 (orgs 51-100) ---------- :00:03.884 [Info] batch 2 complete, 50 sent, 0 failed ---------- :00:03.930 [Info] batch 3/5 (orgs ---------- ) ---------- :00:04.902 [Info] email send ok org=7c41f2 template=trial_day_3 (287ms) ---------- :00:04.998 [Info] email send ok org=b0e9aa template=trial_day_1 (241ms) ---------- :00:05.001 [Error] shutdown

Database side, same moment: ---------- :00:05.003 UTC [pg_net] request 918342 timed out after 5000ms url: ----------

The scheduled job that calls this function is configured like this: timeout_milliseconds := ---------- END LOG ---

Tell me what you think happened. You do not need to know our stack. I want to see how you reason. Point to the specific lines that made you think it.

A customer email s: "I logged in this morning and all of my contacts are GONE. I have been building this list for six years. Fix this NOW." You have not looked at their account yet. Write the exact email you would send back, word for word, in the next five minutes.

What is one piece of software you have supported, and what was the single most common problem users had with it? What did you do about it?

Send me a link to something you have made. A knowledge base article you wrote, a bug report, a QA checklist, a spreadsheet, a Loom video, anything. If it is confidential, describe it instead.

Do not use AI to write your answers. I can tell, and I will pass on you. I would much rather read a rough answer that is actually yours.

If your answer to question 1 is right, or even close, you will hear from me within 48 hours.