Support Engineer

Tavily • San Francisco, CA

99d

About The Position

We are looking for a Technical Support Engineer to provide excellent customer support for highly technical users, from AI engineers to infrastructure architects. You’ll monitor incoming tickets, field requests, help teams debug production LLM applications and agents, and ensure critical issues get resolved quickly. You’ll be a key part of delivering world-class technical support for modern AI platforms.

Requirements

• 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

Responsibilities

• 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 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

Benefits

• A young, open, and inclusive culture where everyone has real impact from day one
• The chance to build alongside a fast-moving team at the forefront of agentic AI
• Daily team lunches, plus fully stocked snacks to keep you energized
• Full medical, dental, and vision insurance to keep you feeling your best
• A deep-work culture that values curiosity, creativity, and continuous learning

What This Job Offers

• Job Type: Full-time