Technical Support Specialist (AI First)

DataSnipper•New York, NY

5d•Hybrid

About The Position

As a Technical Support Specialist at DataSnipper, you'll be a key player on our AI-first support team, helping customers resolve complex technical issues while actively shaping how we scale and improve our support systems. This isn't a traditional support role. You'll work hands-on with our agentic AI infrastructure, helping to improve its resolution rate and answer quality, while independently handling escalated tickets that require real technical depth - think log analysis, API debugging, and coordinating with Engineering on code-level investigations. Beyond the day-to-day, you'll help build the foundation that makes our team better: maintaining our technical knowledge base, identifying recurring issue patterns to feed back into Product and Engineering, and contributing to the onboarding and development of new team members. You'll be joining a small, fast-moving global team based across Amsterdam, New York, and Kuala Lumpur, where curiosity, ownership, and a bias for systemic thinking are as valued as technical ability. DataSnipper is a $1B, bootstrapped unicorn with 600,000+ users across 180+ countries, already embedded in the daily workflows of top audit and accounting firms. Now, we are taking things further with our Excel Agent, bringing AI directly into where the work actually happens. Unlike generic AI tools, we do not sit on the sidelines. Our AI operates inside Excel, with access to real documents and audit evidence, meaning it does not just generate answers, it does the work, with full traceability. We are not just applying AI, we are redefining how audit gets done. If you want to build something category-defining at scale, this is the place. We're an AI-first support team that thrives on adopting new technologies, building our own tooling, digging into complex technical issues and analysis, and working on reporting to understand where we can improve. We're a small, fast-moving team with teammates across the globe based in Amsterdam, New York, and Kuala Lumpur.

Requirements

2–4 years of experience in a technical support or application support role in a B2B SaaS environment
Strong diagnostic and troubleshooting skills, comfortable working with logs, APIs, and browser developer tools
Strong all-round technical aptitude across computers, software, and AI, able to navigate systems such as Windows and Azure, run basic networking checks, inspect the registry, and quickly pick up new software and technical concepts to get things done in unfamiliar environments
Solid understanding of SaaS product architecture concepts (APIs, integrations, data flows)
Experience with CRM and ticketing systems such as Intercom, Zendesk, Jira, or similar
AI tool fluency, able to use AI to increase productivity, analyze data, and actively contribute to support AI agent improvement loops
Adaptability to flex across priorities as needed, from strategy and AI improvement work to hands-on ticket crunching during peak-volume periods
Committed, self-driven attitude with strong ownership, urgency, and follow-through, able to work independently, manage multiple open tickets, and prioritize effectively
Clear and professional communication skills, both written and verbal, for customer-facing interactions
Proficient in English, both spoken and written

Nice To Haves

Experience with Excel, audit tools, or financial software is a strong plus
Open-minded and adaptive to changing conditions, always looking for opportunities to scale our systems rather than just working through the queue

Responsibilities

Work closely with our agentic AI infrastructure to continuously improve its resolution rate and the quality of the answers it produces
Independently resolve escalated technical support tickets, diagnosing root causes using logs, scripts, and internal tooling, and coordinating with Engineering for code-level investigation when needed
Partner with Customer Success and Engineering to drive timely resolution of customer-impacting bugs and incidents
Maintain and improve the technical knowledge base, creating troubleshooting guides that reduce repeat issues.
Track recurring issues, feeding patterns into Product and Engineering to drive systemic improvements
Contribute to onboarding and training of new support team members