Technical Support Engineer, Tavily

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer, Tavily based in Germany.

As a Technical Support Engineer, you will play a vital role in supporting developers and enterprise customers building next-generation AI applications. Working in a fast-paced, international environment, you will troubleshoot complex technical issues, collaborate with engineering teams, and help ensure customers successfully deploy and scale AI-powered solutions. This position combines deep technical problem-solving with outstanding customer communication, offering the opportunity to contribute to cutting-edge AI infrastructure while continuously improving support processes and documentation. It is an excellent fit for someone who enjoys solving challenging technical problems and delivering exceptional customer experiences.

• Monitor and respond promptly to technical support tickets, diagnosing issues related to APIs, deployments, cloud environments, and customer configurations.
• Troubleshoot production issues affecting AI applications, LLM integrations, and developer workflows while ensuring timely resolution.
• Escalate complex technical issues to Engineering and Customer Success teams when appropriate and coordinate cross-functional resolution efforts.
• Participate in global follow-the-sun support operations to provide consistent assistance across multiple time zones.
• Collaborate with engineering, product, operations, and documentation teams to resolve bugs and improve the overall customer experience.
• Contribute to internal tooling, diagnostics, runbooks, and knowledge base articles to enhance support efficiency and self-service resources.
• Participate in post-incident reviews, document lessons learned, and help drive continuous improvements in support quality and operational performance.
• Monitor key support metrics such as customer satisfaction and recurring issues while identifying opportunities for process optimization.

Requirements:

• Minimum of 2 years of experience providing technical support in B2B SaaS, cloud platforms, developer tools, or similar technical environments.
• Strong troubleshooting skills across APIs, web applications, cloud infrastructure, and production systems.
• Hands-on experience with Python, REST APIs, and modern AI development toolchains, including LLM frameworks such as LangChain, LlamaIndex, vector databases, or similar technologies.
• Familiarity with no-code automation platforms such as n8n.
• Solid understanding of Retrieval-Augmented Generation (RAG), prompt engineering, and AI agent architectures.
• Experience working with logs, monitoring platforms, diagnostics tools, and third-party integrations.
• Excellent written and verbal communication skills with the ability to explain technical concepts clearly to customers.
• Strong analytical mindset, attention to detail, and commitment to delivering exceptional customer support.
• Ability to work independently while collaborating effectively with cross-functional international teams.
• Flexibility to participate in global support coverage, including occasional off-hours support.

Benefits:

• Competitive compensation package based on experience, skills, and location.
• Comprehensive health, dental, and vision insurance for employees and eligible dependents.
• Retirement savings plan with company matching where applicable.
• Generous paid parental leave.
• Monthly remote work reimbursement for internet and mobile expenses.
• Company-paid life and disability insurance.
• Flexible remote or hybrid working options.
• Career development and continuous learning opportunities.
• Collaborative international environment with talented engineering and AI teams.
• Opportunity to work on innovative AI technologies with meaningful global impact.
• Strong culture of ownership, flexibility, and professional growth.