Technical Support Engineer - AI & Infrastructure Tools

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer, Tavily based in Switzerland.

This is a high-impact technical support role focused on assisting developers and advanced users building with modern AI and infrastructure tooling. You will be the first line of contact for technical customers, helping them troubleshoot complex issues across APIs, LLM-powered applications, and cloud-based environments. The role sits at the intersection of support, engineering, and product, requiring both strong technical depth and excellent communication skills. You will work closely with engineering and product teams to diagnose, escalate, and resolve issues that directly affect production systems. In this environment, speed, clarity, and ownership are critical, as you ensure that users can reliably build and scale AI-powered applications. The position also offers exposure to cutting-edge AI workflows, retrieval systems, and agent-based architectures in a rapidly evolving technical landscape.

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

Interested in remote work opportunities in Development & Programming? Discover Development & Programming Remote Jobs featuring exclusive positions from top companies that offer flexible work arrangements.

• 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 environments.
• Ability to work with third-party integrations and understand complex system dependencies.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly and concisely.
• High ownership mindset with a strong 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.
  
  

Benefits

• Competitive compensation package aligned with experience and market benchmarks.
• Comprehensive health coverage, including medical, dental, and vision insurance (where applicable).
• Retirement savings plan with company contribution and immediate vesting (where applicable).

Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.

• Paid parental leave with differentiated coverage for primary and secondary caregivers.
• Remote work support stipend for internet and mobile expenses.
• Company-provided disability and life insurance coverage.
• Fully remote or hybrid flexibility depending on location.
• Opportunity to work on cutting-edge AI infrastructure and developer tooling.
• International, highly technical team environment with strong engineering culture.
• Career growth and learning opportunities in the rapidly evolving AI ecosystem.
• Collaborative and innovative work environment focused on impact and continuous improvement.
  
  

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.