Tavily
Technology
TechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Junior candidates.
“Technical Support Engineer at Tavily. Skills: API troubleshooting, LLM ecosystems, Troubleshooting. Monitor and respond to technical support tickets, providing troubleshooting for API, product, and deployment issues across LLM applications and integrations. Diagnose and resolve customer issues, escalating complex cases as needed, and collaborate with engineering and product teams to investigate bugs and deliver resolutions. Improve internal tools, runbooks, and diagnostics systems to enhance sup”
What You'll Achieve.
Track support performance metrics such as CSAT, resolution time, and recurring issues, contributing to continuous improvement efforts. Provide feedback from customer interactions to influence product and engineering improvements.
Industry & Context.
Root cause analysis
Flexibility to support global customers, including occasional off-hours coverage when required.
What They're Looking For.
Must Have
2+ years of experience in technical support, customer engineering, or similar roles in SaaS, developer tools, or cloud environments. Troubleshooting skills across APIs, backend systems, web applications, and distributed infrastructure. Hands-on experience with Python and backend tooling, with familiarity in API debugging and integration workflows. Experience working with logs, monitoring systems, and debugging production issues in real-world environments. Ability to work with third-party integrations and understand complex system dependencies. Written and verbal communication skills, with the ability to explain technical issues clearly and concisely. High ownership mindset with a focus on customer success and problem resolution. Flexibility to support global customers, including occasional off-hours coverage when required. Ability to quickly learn new technologies and adapt in fast-changing technical environments.
What You'll Do.
Monitor and respond to technical support tickets, providing troubleshooting for API, product, and deployment issues across LLM applications and integrations.
Diagnose and resolve customer issues, escalating complex cases as needed, and collaborate with engineering and product teams to investigate bugs and deliver resolutions.
Improve internal tools, runbooks, and diagnostics systems to enhance support efficiency and contribute to long-term reliability improvements.
How You'll Work.
Team & Collaboration
Collaborate closely with engineering, product, documentation, and customer success teams to investigate bugs and deliver resolutions. Contribute to a high-ownership support culture focused on fast resolution and high-quality user experience.
Communication Scope
Technical writing; English fluency
Full Job Description
## Accountabilities Monitor and respond to incoming technical support tickets, providing timely and accurate troubleshooting for API, product, and deployment-related issues. Diagnose and resolve customer issues across LLM applications, integrations, and cloud environments, escalating complex cases to engineering when needed. Support global customers through follow-the-sun coverage, ensuring continuity and responsiveness across time zones. Collaborate closely with engineering, product, documentation, and customer success teams to investigate bugs and deliver resolutions. Use and improve internal tools, runbooks, and diagnostics systems to enhance issue triage and support efficiency. Participate in incident post-mortems, documenting root causes and contributing to long-term reliability improvements. Track support performance metrics such as CSAT, resolution time, and recurring issues, contributing to continuous improvement efforts. Improve and maintain knowledge base articles and documentation to strengthen self-service capabilities for users. Provide feedback from customer interactions to influence product and engineering improvements. Contribute to a high-ownership support culture focused on fast resolution and high-quality user experience. Requirements 2+ years of experience in technical support, customer engineering, or similar roles in SaaS, developer tools, or cloud environments. Strong troubleshooting skills across APIs, backend systems, web applications, and distributed infrastructure. Hands-on experience with Python and backend tooling, with familiarity in API debugging and integration workflows. Understanding of LLM ecosystems, including concepts such as Retrieval-Augmented Generation (RAG), prompt engineering, and agent-based systems. Familiarity with tools and frameworks such as LangChain, LlamaIndex, vector databases, or similar AI tooling ecosystems. Experience working with logs, monitoring systems, and debugging production issues in real-world environme
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