Technical Support Engineer, Tavily

About Nebius

Nebius is leading a new era in cloud infrastructure for the global AI economy. We are building a full-stack AI cloud platform that supports developers and enterprises from data and model training through to production deployment, without the cost and complexity of building large in-house AI/ML infrastructure. Built by engineers, for engineers, Nebius tackles the complex challenges across compute, storage, networking, and applied AI. Listed on Nasdaq (NBIS) and headquartered in Amsterdam, we have a global footprint with R&D hubs across Europe, the UK, North America, and Israel, boasting a team of over 1,500 professionals.

The Role

We are hiring a Technical Support Engineer to provide excellent customer support for highly technical users, including AI engineers and infrastructure architects. Your primary focus will be monitoring incoming tickets, fielding requests, assisting teams in debugging production LLM applications and agents, and ensuring critical issues are resolved promptly. You will be instrumental in delivering world-class technical support for modern AI platforms.

Where You'll Work

You are welcome to work in our offices located in Amsterdam, Tel Aviv, New York City, Austin, or remotely.

Your Responsibilities

• Monitor incoming support tickets and provide timely responses to technical support inquiries, diagnosing issues across customer setups, Tavily products, and deployment challenges.
• Escalate queries to Engineering and Customer Success as needed, based on scope and impact.
• Field requests as part of our follow-the-sun support coverage to ensure customers receive assistance when they need it.
• Collaborate with engineering, operations, documentation, and product teams to escalate and resolve bugs, and communicate customer needs.
• Utilize and help improve internal tooling, diagnostics, and runbooks for issue triage.
• Participate in post-mortems for critical incidents and contribute to documenting learnings.
• Track key performance indicators (KPIs) for support health, such as CSAT and bug recurrence, and contribute to continuous improvement efforts.
• Help enhance documentation and knowledge articles to improve self-service resources.

What We Expect You to Have

• 2+ years in technical support within 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: ability to write clear, helpful, and accurate responses with attention to detail.
• Flexibility with schedule to support off-hours coverage and a global customer base.
• High ownership mindset – a commitment to customer success and driving results.

Benefits & Perks

• 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.
• 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

Compensation

• Base Compensation Range: $109,500 - $136,800 USD (United States). Actual compensation will be determined based on job-related factors, including experience, skills, qualifications, the level at which the candidate is hired, and geographic location, consistent with applicable law.

About Working at Nebius

Fast moving - Bold thinking - Constant growth - Meaningful impact - Trust and real ownership - Opportunity to shape the future of AI.

Equal Opportunity Statement

Nebius is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, ancestry, age, disability, genetic information, marital status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law. Applicants must be authorized to work in the country in which they apply. Accommodations are available upon request.