Technical Support Engineer, Tavily

8 hours, 49 minutes ago
Full-time
Junior
Customer and Technical Support
Nebius

Nebius

Nebius enables B2B companies to build local hyperscaling cloud platforms with cost-effective GPUs, InfiniBand network, and 50% less compute cost. They offer managed Kubernetes and a launch-ready business model for innovative cloud solutions.

Internet Software & Services
51-250

Description

  • Monitor incoming support tickets and respond promptly to technical support inquiries.
  • Diagnose issues across customer setups, product behavior, and deployment problems.
  • Escalate complex or high-impact issues to Engineering and Customer Success when needed.
  • Provide follow-the-sun support coverage for a global customer base, including off-hours support.
  • Collaborate with engineering, operations, documentation, and product teams to resolve bugs and communicate customer needs.
  • Use and improve internal tooling, diagnostics, and runbooks for issue triage.
  • Participate in post-mortems for critical incidents and document learnings.
  • Track support health KPIs such as CSAT and bug recurrence and contribute to continuous improvement.
  • Help improve documentation and knowledge articles to strengthen self-service support resources.

Requirements

  • 2+ years of technical support experience in technical B2B environments such as SaaS platforms, developer tools, or cloud services.
  • Experience supporting technical customers and deciding when to escalate complex issues.
  • Strong troubleshooting skills across APIs, web applications, and cloud environments.
  • Strong backend experience with APIs, Python, and LLM toolchains such as LangChain, LlamaIndex, and vector databases, as well as no-code integrations like n8n.
  • General understanding of Retrieval-Augmented Generation (RAG), prompt engineering, and agent architectures.
  • Comfort working with logs, monitoring tools, and third-party integrations.
  • Strong written communication skills with attention to detail and accuracy.
  • Flexibility to support off-hours coverage and a global customer base.
  • High ownership mindset focused on customer success and results.
  • Applicants must be authorized to work in the country where they apply and provide proof of employment eligibility.
  • Experience in AI/ML support or with modern AI platforms is a plus.

Benefits

  • Base salary range of $109,500–$136,800 USD in the United States.
  • 100% company-paid medical, dental, and vision coverage for employees and families.
  • 401(k) plan with up to 4% company match and immediate vesting.
  • Paid parental leave: 20 weeks for primary caregivers and 12 weeks for secondary caregivers.
  • Up to $85/month remote work reimbursement for mobile and internet.
  • Company-paid short-term, long-term, and life insurance coverage.
  • Career growth and learning opportunities.
  • Flexibility, work-life balance, and a collaborative, innovative international environment.

Interested in this position?

Apply directly on the company website

Apply Now

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