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
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
