Technical Support Engineer

This is a fully remote position, open to applicants in North America.

📋 Description

• Oversee incoming support tickets and deliver prompt responses to technical support inquiries, troubleshooting issues related to customer setup, Tavily products, and deployment challenges.

• Elevate inquiries to Engineering and Customer Success as necessary, based on the scope and impact.

• Manage requests as part of our follow-the-sun support model to ensure customers receive assistance when needed.

• Work collaboratively with engineering, operations, documentation, and product teams to escalate and resolve bugs while conveying customer requirements.

• Utilize and contribute to the enhancement of internal tools, diagnostics, and runbooks for efficient issue triage.

• Engage in post-mortem analyses for critical incidents and assist in documenting insights gained.

• Monitor KPIs for support health (CSAT, bug recurrence) and participate in ongoing improvement initiatives.

• Aid in enhancing documentation and knowledge articles to improve self-service resources.

⛳️ Requirements

• A minimum of 2 years of experience in technical support roles within technical B2B environments (e.g., SaaS platforms, developer tools, cloud services).

• Proven experience in supporting technical customers and understanding when to escalate complex issues.

• Robust troubleshooting capabilities across APIs, web applications, and cloud environments.

• Strong backend expertise with experience in APIs, Python, and LLM toolchains (e.g., LangChain, LlamaIndex, vector DBs), as well as no-code integrations (n8n).

• General knowledge of Retrieval-Augmented Generation (RAG), prompt engineering, and agent architectures.

• Comfortable working with logs and monitoring tools, along with experience in third-party integrations.

• Excellent communication skills: you produce clear, helpful, and precise responses with a keen attention to detail.

• Flexibility in scheduling to accommodate off-hours support and serve a global customer base.

• Strong sense of ownership — you are invested in customer success and dedicated to achieving results.

🏝️ Benefits

• Health Insurance: 100% company-paid medical, dental, and vision coverage for employees and their 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 expenses.

• Disability & Life Insurance: Company-funded short-term, long-term, and life insurance coverage.