Technical Support Engineer, Tavily

Accountabilities

• Monitor and respond to incoming technical support tickets, providing timely and accurate troubleshooting for API, product, and deployment-related issues.


• Diagnose and resolve customer issues across LLM applications, integrations, and cloud environments, escalating complex cases to engineering when needed.


• Support global customers through follow-the-sun coverage, ensuring continuity and responsiveness across time zones.


• Collaborate closely with engineering, product, documentation, and customer success teams to investigate bugs and deliver resolutions.


• Use and improve internal tools, runbooks, and diagnostics systems to enhance issue triage and support efficiency.


• Participate in incident post-mortems, documenting root causes and contributing to long-term reliability improvements.


• Track support performance metrics such as CSAT, resolution time, and recurring issues, contributing to continuous improvement efforts.


• Improve and maintain knowledge base articles and documentation to strengthen self-service capabilities for users.


• Provide feedback from customer interactions to influence product and engineering improvements.


• Contribute to a high-ownership support culture focused on fast resolution and high-quality user experience.

Requirements

• 2+ years of experience in technical support, customer engineering, or similar roles in SaaS, developer tools, or cloud environments.


• Strong troubleshooting skills across APIs, backend systems, web applications, and distributed infrastructure.


• Hands-on experience with Python and backend tooling, with familiarity in API debugging and integration workflows.


• Understanding of LLM ecosystems, including concepts such as Retrieval-Augmented Generation (RAG), prompt engineering, and agent-based systems.


• Familiarity with tools and frameworks such as LangChain, LlamaIndex, vector databases, or similar AI tooling ecosystems.


• Experience working with logs, monitoring systems, and debugging production issues in real-world environments.


• Ability to work with third-party integrations and understand complex system dependencies.


• Strong written and verbal communication skills, with the ability to explain technical issues clearly and concisely.


• High ownership mindset with a strong focus on customer success and problem resolution.


• Flexibility to support global customers, including occasional off-hours coverage when required.


• Ability to quickly learn new technologies and adapt in fast-changing technical environments.

Benefits

• Competitive compensation package aligned with experience and market benchmarks.


• Comprehensive health coverage, including medical, dental, and vision insurance (where applicable).


• Retirement savings plan with company contribution and immediate vesting (where applicable).


• Paid parental leave with differentiated coverage for primary and secondary caregivers.


• Remote work support stipend for internet and mobile expenses.


• Company-provided disability and life insurance coverage.


• Fully remote or hybrid flexibility depending on location.


• Opportunity to work on cutting-edge AI infrastructure and developer tooling.


• International, highly technical team environment with strong engineering culture.


• Career growth and learning opportunities in the rapidly evolving AI ecosystem.


• Collaborative and innovative work environment focused on impact and continuous improvement.

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