Technical Support Engineer

The role 

We're hiring a Technical Support Engineer to provide excellent customer support for highly technical users, from AI engineers to infrastructure architects. You'll be monitoring incoming tickets, fielding requests, helping teams debug production LLM applications and agents, and ensuring critical issues get resolved quickly. You'll be a key part of delivering world-class technical support for modern AI platforms.

You’re welcome to work in our office in Amsterdam, Tel Aviv, New York City, Austin, or remotely

Your responsibilities will include: 

• Monitor incoming support tickets and provide timely responses to technical support inquiries—diagnosing issues across customer setup, Tavily products, and deployment issues
• Escalate queries to Engineering and Customer Success if required depending on scope and impact
• Field requests as part of our follow-the-sun support coverage to ensure customers get help when they need it
• Collaborate with engineering, operations, documentation, and product teams to escalate and resolve bugs, and communicate customer needs
• Use and help improve internal tooling, diagnostics, and runbooks for issue triage
• Participate in post-mortems for critical incidents and help document learnings
• Track KPIs for support health (CSAT, bug recurrence) and contribute to continuous improvement efforts
• Help improve documentation and knowledge articles to enhance self-service resources

We expect you to have: 

• 2+ years in technical support in technical B2B environments (e.g., SaaS platforms, developer tools, cloud services)
• Experience supporting technical customers and knowing when to escalate complex issues
• Strong troubleshooting skills across APIs, web applications, and cloud environments
• Strong backend skills and experience working with APIs, Python, and LLM toolchains (e.g., LangChain, LlamaIndex, vector DBs) as well as no-code integrations (n8n)
• General understanding of Retrieval-Augmented Generation (RAG), prompt engineering, and agent architectures
• Comfort working with logs and monitoring tools, and experience with 3rd-party integrations
• Strong communication skills: you write clear, helpful, and accurate responses with attention to detail
• Flexibility with schedule to support off-hours coverage and global customer base
• High ownership mindset — you care about customer success and are committed to getting results

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