Technical Support Engineer, Tavily
$109,500–$136,800 year
RemoteTel Aviv, Tel Aviv, Israel
Job Summary
Monitor incoming support tickets and provide timely responses to technical inquiries, diagnosing issues across customer setup, Tavily products, and deployment environments. Escalate complex queries to Engineering and Customer Success as needed, while fielding requests within our follow-the-sun coverage model to ensure global availability. Collaborate with engineering, operations, and product teams to resolve bugs, utilize internal diagnostics and runbooks for triage, and participate in post-mortems for critical incidents. Track support health KPIs including CSAT and bug recurrence to drive continuous improvement and enhance self-service documentation.
Required Qualifications
- 2+ years in technical support in 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: you write clear, helpful, and accurate responses with attention to detail
- Flexibility with schedule to support off-hours coverage and global customer base
- High ownership mindset — you care about customer success and are committed to getting results
- Applicants must be authorized to work in the country in which they apply and will be required to provide proof of employment eligibility as a condition of hire
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