Technical Support Engineer

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Nebius Group

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

🏢 Corporativo

☁️ SaaS

AI • Enterprise • SaaS

O Nebius Group está construindo uma das principais empresas de infraestrutura de IA do mundo, focando em fornecer os recursos de computação, armazenamento e ferramentas necessários para desenvolvedores no espaço de IA. Com sede na Europa e listado na Nasdaq, o Nebius tem uma presença global com centros de P&D em toda a Europa, América do Norte e Israel. A principal oferta da empresa é uma plataforma de nuvem centrada em IA projetada para cargas de trabalho intensivas de IA, complementada por vários outros negócios envolvidos em desenvolvimento de IA generativa, edtech e tecnologia autônoma.

Descrição

• 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

🎯 Requisitos

• 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.

🏖️ Benefícios

• 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.