Technical Support Engineer

🔥 10 minutes ago

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Tavily

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2024

🔌 API

🤖 Artificial Intelligence

☁️ SaaS

🔥 Funding within the last year

💰 $20M Series A - Tavily on 2025-08

API • Artificial Intelligence • SaaS

Tavily is a company that provides a secure API for connecting AI agents to the web, offering real-time web access, search, extraction, crawling, and research endpoints. The platform grounds models with fresh web context by retrieving live web data, extracting and structuring content, and chunking it for models to prevent hallucinations. Tavily emphasizes production-grade performance: low latency (180 ms p50), high availability (99. 99% SLA), scalability (300M+ monthly requests, billions of pages crawled), intelligent caching and indexing, and built-in safeguards for security, privacy, and content validation (blocking PII leakage, prompt injection, malicious sources). It integrates with leading LLM providers (OpenAI, Anthropic, Groq), is aimed at developers and enterprises, and is used for real-time AI search, retrieval for agents, and research. The company offers docs, SDKs, pricing, events, and partnerships with major platforms, and targets building the web access layer for AI agents.

📋 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.