Role Description As an IT Support Technician, you will provide first-line remote technical support to our customer base, acting as an important first point of contact for service requests. - Respond to support requests received by email and telephone - Perform initial investigation, troubleshooting and ticket triage - Escalate incidents to senior engineers when required - Work collaboratively with colleagues to meet customer SLAs - Maintain accurate and professional ticket records - Participate in customer communications via email, telephone, video calls and screen-sharing sessions - Contribute to and utilise our internal knowledge base and operational procedures - Participate in a rota-based support service, including weekend cover This role forms part of a rota-based support desk covering client business hours. Participation in early and late shifts as well as weekend on-call is an essential requirement of the position. Qualifications - South African Matric (Grade 12) - Microsoft MS-900 certification (or higher) - Microsoft AZ-900 certification (or higher) Requirements - At least 2 years' experience providing remote IT support to business customers - Experience supporting Microsoft-based business environments - Excellent written and spoken English communication skills - Strong customer service and relationship-building abilities - Experience working within a structured support or service desk environment - A methodical and security-conscious approach to technical support Benefits - Fully remote working environment - Flexible rota-based working arrangements - A collaborative UK and South African team culture - Exposure to a broad range of technologies and customer environments - Ongoing learning and professional development opportunities - Supportive colleagues who enjoy sharing knowledge and experience

• Serve as 2nd level support for our B2B customers, handling escalations passed on from our first-line support team • Solve customer concerns arising from day-to-day operational business, using sound judgment on more complex or ambiguous cases • Conduct deeper technical investigations into issues beyond first-line troubleshooting, including reviewing filter logic written in JavaScript • Implement customer requests directly within the system • Advise customers on optimizations, suggestions for improvement, and product information • Recognize patterns across customer inquiries and flag recurring issues or improvement opportunities to the wider team

Role Description 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. 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. Benefits - Health Insurance: 100% company-paid medical, dental, and vision coverage for employees and 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 salaries, ranging from $109,500-$136,800 (United States). - 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. Equal Opportunity Statement Nebius is an equal opportunity employer. We are committed to fostering an inclusive and diverse workplace and to providing equal employment opportunities in all aspects of employment. 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 and will be required to provide proof of employment eligibility as a condition of hire. If you need accommodations during the application process, please let us know.

• Help Desk Triage & Issue Replication • Serve as the first point of contact for issues reported in the help desk channel, performing initial triage to separate genuine problems from repetitive or non-critical noise • Gather logs, reproduce reported issues, and document clear, well-scoped tickets so that senior engineers and DevOps know where to look • Act as a liaison between representatives, supervisors, and technical teams to close the gap between what is reported and what is actually happening • Monitor an escalated help desk channel, working from team-lead archives to investigate real issues without being overwhelmed by duplicate reports • Data & Reporting Support for Client Services • Help Client Services interpret data by working in business intelligence tools such as Domo, Looker, or Power BI • Take ownership of an existing library of reports and dashboards, reviewing how metrics are calculated, standardizing inconsistent definitions, and updating legacy reports with more accurate logic • Partner with the data and Client Services teams to make reporting clearer, more consistent, and more trustworthy • Documentation & Knowledge Management • Capture and document CRM capabilities and processes that are currently undocumented or held as tribal knowledge • Build and maintain user guides, FAQs, and troubleshooting references that reduce repeat questions and speed up onboarding • Continuously improve documentation as systems and processes change • Cross-Team & DevOps Support • Assist DevOps with technical troubleshooting as needed (e.g., investigating 504 errors, timeouts, and other backend symptoms surfaced through support) • Support Marketing and other internal stakeholders as a recognized internal customer of the support function • Help identify recurring pain points and surface process improvements to the broader team.