Technical Support Engineer, Tavily

at Nebius

📍 Switzerland
📍 Germany
📍 Spain
📍 France
📍 United Kingdom
📍 Netherlands
📍 United States
📍 Tel Aviv, Israel
📍 Amsterdam, Netherlands
📍 Austin, United States
📍 New York City, United States

USD 109,500-136,800 per year

MIDDLE

✅ Remote ✅ On-site

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

AI API @ 6 Communication @ 6 Debugging LLM @ 6 LangChain @ 6 Prompt Engineering @ 3 Python @ 6 RAG @ 3 Vector Databases @ 6

Details

Nebius is building a full-stack AI cloud platform for the global AI economy, supporting developers and enterprises from data and model training through production deployment. Tavily provides a search engine API for AI agents, RAG, and real-time reasoning systems.

The Technical Support Engineer will support highly technical users, including AI engineers and infrastructure architects. The role involves monitoring support tickets, debugging production LLM applications and agents, and ensuring critical issues are resolved quickly.

Responsibilities

Monitor incoming support tickets and provide timely responses to technical support inquiries.
Diagnose issues involving customer setups, Tavily products, and deployments.
Escalate queries to Engineering and Customer Success based on scope and impact.
Participate in follow-the-sun support coverage for a global customer base.
Collaborate with engineering, operations, documentation, and product teams to resolve bugs and communicate customer needs.
Use and improve internal tooling, diagnostics, and runbooks for issue triage.
Participate in post-mortems for critical incidents and document learnings.
Track support-health KPIs, including CSAT and bug recurrence, and contribute to continuous improvement.
Improve documentation and knowledge articles to enhance self-service resources.

Requirements

2+ years of technical support experience in technical B2B environments, such as SaaS platforms, developer tools, or cloud services.
Experience supporting technical customers and escalating complex issues appropriately.
Strong troubleshooting skills across APIs, web applications, and cloud environments.
Strong backend skills and experience with APIs, Python, and LLM toolchains such as LangChain, LlamaIndex, and vector databases.
Experience with no-code integrations such as n8n.
General understanding of Retrieval-Augmented Generation (RAG), prompt engineering, and agent architectures.
Comfort working with logs and monitoring tools.
Experience with third-party integrations.
Strong written communication skills, with attention to clarity, helpfulness, accuracy, and detail.
Flexibility to support off-hours coverage and a global customer base.
High ownership mindset and commitment to customer success.

Benefits

100% company-paid medical, dental, and vision coverage for employees and families.
401(k) plan with up to a 4% company match and immediate vesting.
Paid parental leave: 20 weeks for primary caregivers and 12 weeks for secondary caregivers.
Remote work reimbursement of up to $85 per month for mobile and internet.
Company-paid short-term, long-term, and life insurance.
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.

Applicants must be authorized to work in the country in which they apply and must provide proof of employment eligibility as a condition of hire. Nebius is an equal opportunity employer.