Technical Support Engineer

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Nebius Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏢 Enterprise

☁️ SaaS

AI • Enterprise • SaaS

Nebius Group is building one of the world’s leading AI infrastructure companies, focusing on providing the necessary compute, storage, and tools for developers in the AI space. Based in Europe and listed on Nasdaq, Nebius has a global presence with R&D centers across Europe, North America, and Israel. The company's primary offering is an AI-centric cloud platform designed for intensive AI workloads, complemented by various other businesses involved in generative AI development, edtech, and autonomous technology.

📋 Description

• 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

🎯 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.