AI-Driven Technical Support Specialist

Datasnipper

New York (NY)

Hybrid

USD 70,000 - 110,000

Full time

6 days ago

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Benefits offered by this job

Excellent salary + stock participation

Flexible paid time off

Comprehensive medical and dental cover

401K match

Paid parental leave

Company-sponsored lunch

Hybrid mode of work (at least 3 days,

Being part of one of the fastest‑gloom

Make an impact by disrupting the…

Flexible and growing organization with

International working environment

Access to mental health platforms

Team building activities

Job summary

DataSnipper is seeking a Technical Support Specialist to join our AI-first support team. You will work hands-on with our agentic AI infrastructure, resolving complex issues and escalating to Engineering for code-level investigations.

The role also focuses on maintaining our knowledge base and feeding patterns back to Product and Engineering to improve systemic support. Join a small, fast-moving team with colleagues across Amsterdam, New York, and Kuala Lumpur, where curiosity, ownership, and a

Qualifications

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.
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.

Responsibilities

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.