Technical Support Engineer, Tavily - name

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. From large-scale GPU orchestration to inference optimization, we own the hard problems 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. Our team of 1,500+ includes hundreds of engineers with deep expertise across hardware, software and AI R&D.

About Tavily

We’re building the search engine for AI agents. Our API is designed from the ground up to power RAG and real-time reasoning in AI systems. By connecting LLMs to high-quality, trustworthy web content, we help developers build agents that are not only intelligent, but also informed. We work with some of the most innovative teams in AI, from fast-growing startups shaping the ecosystem to the largest enterprises deploying AI at scale. Whether it’s powering sales assistants, research copilots, or internal knowledge tools, we’re the missing link between LLMs and the real world.

The role

We're hiring a Technical Support Engineer to provide excellent customer support for highly technical users, from AI engineers to infrastructure architects. You'll be monitoring incoming tickets, fielding requests, helping teams debug production LLM applications and agents, and ensuring critical issues get resolved quickly. You'll be a key part of delivering world-class technical support for modern AI platforms.

You’re welcome to work in our office in Amsterdam, Tel Aviv, New York City, Austin, or remotely

Your responsibilities will include:

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

We expect you to have: