This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer, Tavily based in Netherlands.
As a Technical Support Engineer, you will play a vital role in supporting developers and enterprise customers building next-generation AI applications. Working in a fast-paced, international environment, you will troubleshoot complex technical issues, collaborate with engineering teams, and help ensure customers successfully deploy and scale AI-powered solutions. This position combines deep technical problem-solving with outstanding customer communication, offering the opportunity to contribute to cutting-edge AI infrastructure while continuously improving support processes and documentation. It is an excellent fit for someone who enjoys solving challenging technical problems and delivering exceptional customer experiences.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer, Tavily based in Netherlands.
As a Technical Support Engineer, you will play a vital role in supporting developers and enterprise customers building next-generation AI applications. Working in a fast-paced, international environment, you will troubleshoot complex technical issues, collaborate with engineering teams, and help ensure customers successfully deploy and scale AI-powered solutions. This position combines deep technical problem-solving with outstanding customer communication, offering the opportunity to contribute to cutting-edge AI infrastructure while continuously improving support processes and documentation. It is an excellent fit for someone who enjoys solving challenging technical problems and delivering exceptional customer experiences.
Accountabilities:
- Monitor and respond promptly to technical support tickets, diagnosing issues related to APIs, deployments, cloud environments, and customer configurations.
- Troubleshoot production issues affecting AI applications, LLM integrations, and developer workflows while ensuring timely resolution.
- Escalate complex technical issues to Engineering and Customer Success teams when appropriate and coordinate cross-functional resolution efforts.
- Participate in global follow-the-sun support operations to provide consistent assistance across multiple time zones.
- Collaborate with engineering, product, operations, and documentation teams to resolve bugs and improve the overall customer experience.
- Contribute to internal tooling, diagnostics, runbooks, and knowledge base articles to enhance support efficiency and self-service resources.
- Participate in post-incident reviews, document lessons learned, and help drive continuous improvements in support quality and operational performance.
- Monitor key support metrics such as customer satisfaction and recurring issues while identifying opportunities for process optimization.
- Minimum of 2 years of experience providing technical support in B2B SaaS, cloud platforms, developer tools, or similar technical environments.
- Strong troubleshooting skills across APIs, web applications, cloud infrastructure, and production systems.
- Hands-on experience with Python, REST APIs, and modern AI development toolchains, including LLM frameworks such as LangChain, LlamaIndex, vector databases, or similar technologies.
- Familiarity with no-code automation platforms such as n8n.
- Solid understanding of Retrieval-Augmented Generation (RAG), prompt engineering, and AI agent architectures.
- Experience working with logs, monitoring platforms, diagnostics tools, and third-party integrations.
- Excellent written and verbal communication skills with the ability to explain technical concepts clearly to customers.
- Strong analytical mindset, attention to detail, and commitment to delivering exceptional customer support.
- Ability to work independently while collaborating effectively with cross-functional international teams.
- Flexibility to participate in global support coverage, including occasional off-hours support.
- Competitive compensation package based on experience, skills, and location.
- Comprehensive health, dental, and vision insurance for employees and eligible dependents.
- Retirement savings plan with company matching where applicable.
- Generous paid parental leave.
- Monthly remote work reimbursement for internet and mobile expenses.
- Company-paid life and disability insurance.
- Flexible remote or hybrid working options.
- Career development and continuous learning opportunities.
- Collaborative international environment with talented engineering and AI teams.
- Opportunity to work on innovative AI technologies with meaningful global impact.
- Strong culture of ownership, flexibility, and professional growth.
Requirements:
Benefits: