Technical Support Engineer
New
UK, Global follow-the-sun support operations; occasional off-hours support required.Full-TimeMiddle
SalaryCompetitive compensation package based on experience, skills, and location.
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Job Details
- Experience
- Minimum of 2 years
- Required Skills
- PythonRESTful APIsTechnical supportPrompt EngineeringLangChain
Requirements
- Minimum of 2 years of experience providing technical support in B2B SaaS, cloud platforms, developer tools, or similar technical environments.
- Strong troubleshooting skills across APIs, web applications, cloud infrastructure, and production systems.
- Hands-on experience with Python, REST APIs, and modern AI development toolchains, including LLM frameworks such as LangChain, LlamaIndex, vector databases, or similar technologies.
- Familiarity with no-code automation platforms such as n8n.
- Solid understanding of Retrieval-Augmented Generation (RAG), prompt engineering, and AI agent architectures.
- Experience working with logs, monitoring platforms, diagnostics tools, and third-party integrations.
- Excellent written and verbal communication skills with the ability to explain technical concepts clearly to customers.
- Strong analytical mindset, attention to detail, and commitment to delivering exceptional customer support.
- Ability to work independently while collaborating effectively with cross-functional international teams.
- Flexibility to participate in global support coverage, including occasional off-hours support.
Responsibilities
- Monitor and respond promptly to technical support tickets, diagnosing issues related to APIs, deployments, cloud environments, and customer configurations.
- Troubleshoot production issues affecting AI applications, LLM integrations, and developer workflows while ensuring timely resolution.
- Escalate complex technical issues to Engineering and Customer Success teams when appropriate and coordinate cross-functional resolution efforts.
- Participate in global follow-the-sun support operations to provide consistent assistance across multiple time zones.
- Collaborate with engineering, product, operations, and documentation teams to resolve bugs and improve the overall customer experience.
- Contribute to internal tooling, diagnostics, runbooks, and knowledge base articles to enhance support efficiency and self-service resources.
- Participate in post-incident reviews, document lessons learned, and help drive continuous improvements in support quality and operational performance.
- Monitor key support metrics such as customer satisfaction and recurring issues while identifying opportunities for process optimization.
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