Onboarding the next billion agents to the web. Get /search, /extract, /research, /crawl, and /map in one API.
Technical Support Engineer
Location
North America
Posted
8 days ago
Salary
$109K - $136K / year
Seniority
Mid Level
Job Description
Technical Support Engineer
Tavily
• 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
Job Requirements
- 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.
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