Technical Support Engineer, Tavily

Remote from: USA, Europe +1 more, Israel
Salary, yearly, USD: 109,500 - 136,800
Department: Technical Support
Employment type: Full Time,
Job posted: 17 Jun 2026
Apply before: 17 Jul 2026
Experience level: Senior
Views / Applies: 12 / 3

Nebius is the AI cloud company, delivering a unified platform that spans the complete AI journey from data and model training and tuning to production runtime and deployment.

Computer Software
2023

Actively Hiring

AI Summary

This Technical Support Engineer role at Nebius involves providing expert support for the Tavily AI platform, diagnosing issues across customer setups, APIs, and LLM deployments. You'll monitor tickets, escalate to engineering, and collaborate across teams to improve documentation and tooling. The ideal candidate has 2+ years of B2B technical support experience, strong Python and API debugging skills, and familiarity with AI frameworks like LangChain and RAG. This position offers flexibility with remote options and a global, fast-paced environment. You will play a key role in ensuring customer success for a cutting-edge AI cloud platform.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires strong technical skills in APIs, Python, and AI toolchains, but focuses on support rather than development, making it moderately challenging with a 3 rating.

Salary Analysis

AI Insight The offered salary range of $109,500 to $136,800 is competitive and above the typical market median for Technical Support Engineers with AI specialization, reflecting the high demand for these skills.

Key Skills

Technical Support Customer Success Python LLM LangChain RAG API Troubleshooting Cloud Services AI Infrastructure

Cover Letter Sample

I am excited to apply for the Technical Support Engineer position at Nebius. With over two years of experience in B2B technical support for cloud platforms and a strong background in Python, APIs, and LLM toolchains like LangChain, I am confident in my ability to deliver exceptional support for Tavily's AI solutions.

In my previous role, I successfully reduced ticket resolution time by 20% by creating detailed runbooks and improving internal escalation processes. I thrive in fast-paced environments and am comfortable working across time zones to ensure customer needs are met promptly.

I am particularly drawn to Nebius's focus on AI infrastructure and the opportunity to collaborate with engineering teams to resolve complex issues. My troubleshooting skills and customer-first mindset align perfectly with the responsibilities outlined.

I look forward to the possibility of contributing to your team and helping Tavily customers succeed.

Possible Interview Questions

Describe a time you diagnosed a complex issue involving API integrations and how you resolved it.

I once handled a ticket where a customer's webhook was failing due to rate limiting on our end. I analyzed API logs, identified the 429 errors, and coordinated with engineering to increase the limit temporarily. I then updated the documentation and provided the customer with best practices for retries.

How do you prioritize support tickets when multiple critical issues arise simultaneously?

I assess impact and urgency: if a production outage affects many users, that takes precedence. I use a triage system—checking for severity, customer tier, and dependencies. I communicate with stakeholders and escalate if needed, ensuring all customers feel informed.

Explain your understanding of Retrieval-Augmented Generation (RAG) and how you would debug a RAG pipeline.

RAG combines retrieval from a knowledge base with LLM generation to produce accurate answers. To debug, I check the retriever for document quality, embedding relevance, and the LLM for hallucination. I'd examine logs for query failures and test with sample inputs.

How do you handle a situation where a customer is frustrated and you cannot immediately fix their issue?

I first empathize and acknowledge their frustration. Then I clearly explain the steps I'm taking, set realistic expectations, and provide a timeline. I follow up proactively with updates, even if no progress, to maintain trust.

What tools and methods do you use to continuously improve support documentation?

I review common ticket topics and identify gaps in existing knowledge base articles. I draft clear, step-by-step guides and get peer reviews. I also track article usage and feedback to refine content, and I collaborate with engineering to ensure accuracy.

About Nebius:

Nebius is leading a new era in cloud infrastructure for the global AI economy. We are building a full-stack AI cloud platform that supports developers and enterprises from data and model training through to production deployment, without the cost and complexity of building large in-house AI/ML infrastructure.

Built by engineers, for engineers. From large-scale GPU orchestration to inference optimization, we own the hard problems across compute, storage, networking and applied AI.

Listed on Nasdaq (NBIS) and headquartered in Amsterdam, we have a global footprint with R&D hubs across Europe, the UK, North America and Israel. Our team of 1,500+ includes hundreds of engineers with deep expertise across hardware, software and AI R&D.

The role

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.

Examples:

We are seeking a highly skilled and experienced Senior Software Engineer to join our dynamic team.
Platform Security Engineer’s primary focus will be designing, implementing, and maintaining security measures to protect company’s environments from various threats.
As a Sales Development Representative, you will play a pivotal role in fueling Nebius AI’s growth by identifying and developing new business opportunities.
Your primary responsibility will be to profile potential customers, initiate outreach efforts, establish and nurture relationships, qualify leads, and support the closing of deals. This role requires a deep understanding of cloud computing and HPC infrastructure, combined with excellent communication skills and a proactive mindset.

We’re looking for a (Senior AI/ML Solutions Architect) to (build Generative AI solutions for our customers).

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

We expect you to have:

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

Key Employee 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.

Compensation

We offer competitive salaries, ranging from $109,500-$136,800 (United States).

Pay Transparency

We offer competitive compensation and benefits packages. Actual compensation will be determined based on job-related factors, including experience, skills, qualifications, the level at which the candidate is hired, and geographic location, consistent with applicable law.

Benefits & Perks:

Competitive compensation
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

What’s it like to work at Nebius:

Fast moving – Bold thinking – Constant growth – Meaningful impact – Trust and real ownership – Opportunity to shape the future of AI

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.