Technical Support Specialist (AI First)

Socket.dev; New York (NY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work (NYC office onsite 3+ days

Stock participation plan

Medical and dental coverage

401K match

Parental leave

Team lunch

Wellness benefits

OpenUp and Talkspace access

Job summary

DataSnipper is seeking a Technical Support Specialist in New York to join its AI-first support team. You will work hands-on with our AI infrastructure, resolve complex issues, and escalate where necessary—think logs, API debugging, and collaboration with Engineering.

You will help maintain and improve the knowledge base, identify recurring patterns, and contribute to onboarding new team members as part of a small, global team across Amsterdam, New York, and Kuala Lumpur.

Qualifications

• 2–4 years in technical or application support for B2B SaaS.
• Strong diagnostic and troubleshooting with logs and APIs.
• Experience with Windows and Azure environments.
• Ability to navigate new software quickly and learn concepts.
• Excellent written and verbal English.

Responsibilities

• Improve AI-driven support resolution rate and answer quality.
• Resolve escalated tickets and perform root-cause analysis with logs and tooling.
• Collaborate with Engineering for code-level investigations.
• Maintain and improve the knowledge base and guides.
• Contribute to onboarding and training of new teammates.
• Coordinate with Customer Success on bugs and incidents.

Skills

Troubleshooting

Logs & API debugging

Windows & Azure

AI tooling fluency

Customer communication

English proficiency

SaaS product architecture

OpenAI / AI concepts

Tools

Intercom

Zendesk

Jira

Job description

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.

About the Team

We're an AI-first support team that thrives on adopting new technologies, building our own tooling, digging into complex technical issues and analysis, and working on reporting to understand where we can improve. We're a small, fast-moving team with teammates across the globe based in Amsterdam, New York, and Kuala Lumpur.

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

• Excellent salary + stock participation plan
• Flexible paid time off
• Comprehensive medical and dental coverage
• 401K match
• Paid parental leave
• Company-sponsored lunch
• Hybrid mode of work (at least 3 days onsite in our New York City office)
• Being part of one of the fastest-growing scale-ups in the Netherlands
• Make an impact by disrupting the finance industry with us
• A flexible and growing organization with lots of opportunities to learn and develop
• International working environment, with a team of friendly and driven colleagues
• Access to OpenUp and Talkspace, the mental health and wellness platform
• Multiple social activities for team building
• This role is your opportunity to live out our team's values, owning the moment to drive consistent success for your customers and excellence in everything you do. If this sounds appealing to you, we'd love to speak with you!