Technical Support Specialist (AI First)

DataSnipper; Amsterdam; On-site; EUR 50,000 - 70,000; Full time

Benefits offered by this job

Equity (Stock Appreciation Rights)

Pension plan

28 vacation days

Hybrid work model

Daily lunches

NS business card

Onboarding programme

Continuous learning & development

Global team across offices

Company-wide events

OpenUp mental health platform

Job summary

DataSnipper in Amsterdam is seeking a Technical Support Specialist to join our AI-first support team, helping customers resolve complex issues while shaping our support systems. You will work hands-on with our agentic AI infrastructure, handle escalated tickets, maintain knowledge bases, and collaborate with Product and Engineering to drive systemic improvements.

This role blends deep technical work with strong communication, offering a hybrid model, equity, and a global team across multiple

Qualifications

• 2–4 years of experience in technical support for a B2B SaaS environment.
• Strong diagnostic and troubleshooting skills, comfortable with logs, APIs, and browser tools.
• Aptitude across computers, software, and AI; comfortable with Windows and Azure.
• Solid understanding of SaaS product architecture (APIs, integrations, data flows).
• Experience with CRM/ticketing systems such as Intercom, Zendesk, Jira.
• Proficient English, both written and spoken.

Responsibilities

• Improve resolution rate and the quality of AI-produced answers.
• Independently resolve escalated tickets, diagnose with logs and scripts, coordinate with Engineering.
• Partner with Customer Success and Engineering to drive timely bug resolution.
• Maintain the knowledge base and create troubleshooting guides.
• Track recurring issues and feed patterns to Product and Engineering.
• Contribute to onboarding and training of new team members.

Skills

Technical support

API debugging

Log analysis

CRM & ticketing

AI tools fluency

Windows & Azure

Troubleshooting

Communication skills

English proficiency

SaaS architecture

Tools

Intercom

Zendesk

Jira

Excel

Job description

Which one is yours?

Time to find the right role for you at DataSnipper

The time is now

DataSnipper is a place where you can dive into an idea and bring your unique touch to work. How do we do it? We don't just settle for the way things are, we listen to each other, we look out for each other, we sit down to see how we could improve together. So, we're always looking for people who think differently.

Open positions

Technical Support Specialist (AI First)

Location

Amsterdam

Employment Type

Full time

Location Type

Hybrid

Department

Engineering

About the Role

As a Technical Support Specialist at DataSnipper, you'll be a key player on our AI-first support team, helping customers resolve complex technical issues while actively shaping how we scale and improve our support systems.

This isn't a traditional support role. You'll work hands-on with our agentic AI infrastructure, helping to improve its resolution rate and answer quality, while independently handling escalated tickets that require real technical depth - think log analysis, API debugging, and coordinating with Engineering on code-level investigations.

Beyond the day-to-day, you'll help build the foundation that makes our team better: maintaining our technical knowledge base, identifying recurring issue patterns to feed back into Product and Engineering, and contributing to the onboarding and development of new team members.

You'll be joining a small, fast-moving global team based across Amsterdam, New York, and Kuala Lumpur, where curiosity, ownership, and a bias for systemic thinking are as valued as technical ability.

About DataSnipper

Audit and finance are still massively manual and we are changing that. DataSnipper is a $1B, bootstrapped unicorn with 600,000+ users across 180+ countries, already embedded in the daily workflows of top audit and accounting firms.

Now, we are taking things further with our Excel Agent, bringing AI directly into where the work actually happens. Unlike generic AI tools, we do not sit on the sidelines. Our AI operates inside Excel, with access to real documents and audit evidence, meaning it does not just generate answers, it does the work, with full traceability.

We are not just applying AI, we are redefining how audit gets done. If you want to build something category-defining at scale, this is the place.

What You Will Do

• Work closely with our agentic AI infrastructure to continuously improve its resolution rate and the quality of the answers it produces

• Independently resolve escalated technical support tickets, diagnosing root causes using logs, scripts, and internal tooling, and coordinating with Engineering for code-level investigation when needed

• Partner with Customer Success and Engineering to drive timely resolution of customer-impacting bugs and incidents

• Maintain and improve the technical knowledge base, creating troubleshooting guides that reduce repeat issues.

• Track recurring issues, feeding patterns into Product and Engineering to drive systemic improvements

• Contribute to onboarding and training of new support team members

What You Bring

• 2–4 years of experience in a technical support or application support role in a B2B SaaS environment

• Strong diagnostic and troubleshooting skills, comfortable working with logs, APIs, and browser developer tools

• Strong all-round technical aptitude across computers, software, and AI, able to navigate systems such as Windows and Azure, run basic networking checks, inspect the registry, and quickly pick up new software and technical concepts to get things done in unfamiliar environments

• Solid understanding of SaaS product architecture concepts (APIs, integrations, data flows)

• Experience with CRM and ticketing systems such as Intercom, Zendesk, Jira, or similar

• AI tool fluency, able to use AI to increase productivity, analyze data, and actively contribute to support AI agent improvement loops

• Adaptability to flex across priorities as needed, from strategy and AI improvement work to hands‑on ticket crunching during peak‑volume periods

• Committed, self‑driven attitude with strong ownership, urgency, and follow‑through, able to work independently, manage multiple open tickets, and prioritize effectively

• Clear and professional communication skills, both written and verbal, for customer-facing interactions

• Proficient in English, both spoken and written

• Experience with Excel, audit tools, or financial software is a strong plus

• Open‑minded and adaptive to changing conditions, always looking for opportunities to scale our systems rather than just working through the queue

What We Offer

• Be part of one of the fastest‑growing, profitable unicorn scale‑ups in the Netherlands with a global impact.

• Equity (Stock Appreciation Rights) to share in the company’s success and growth.

• Pension plan with a 6% contribution on top of your base salary.

• 28 vacation days per year (full-time) to support your work‑life balance.

• Hybrid work model with at least 3 days onsite in our dynamic Amsterdam office.

• Daily, freshly prepared lunches by our in‑house chef to keep you energised.

• NS business card for easy commuting to the office.

• A structured onboarding programme designed to set you up for success, including dedicated time to learn our product and customers before you hit the ground running.

• Access to continuous learning and development initiatives to grow your skills.

• Engage with a vibrant international team spread across seven global offices.

• Company‑wide events like DataSnipper GO, where global teams come together.

• Access to OpenUp, a mental health and wellness platform supporting your wellbeing.