Technical Support Engineer, Tavily
About The Position
Nebius is a leading cloud infrastructure provider for the AI economy, offering a full-stack AI cloud platform. Tavily is building the search engine for AI agents, powering RAG and real-time reasoning. This role involves providing excellent customer support to highly technical users, including AI engineers and infrastructure architects. The Technical Support Engineer will monitor tickets, respond to inquiries, help debug production LLM applications and agents, and ensure critical issues are resolved promptly, contributing to 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 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
Benefits
- Health Insurance: 100% company-paid medical, dental, and vision coverage for employees and families.
- 401(k) Plan: Up to 4% company match with immediate vesting.
- Parental Leave: 20 weeks paid for primary caregivers, 12 weeks for secondary caregivers.
- Remote Work Reimbursement: Up to $85/month for mobile and internet.
- Disability & Life Insurance: Company-paid short-term, long-term, and life insurance coverage.
- Competitive compensation
- Career growth and learning opportunities
- Flexibility and work-life balance
- Collaborative and innovative culture
- Opportunity to work on impactful AI projects
- International environment and talented teams
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
