Technical Support Specialist

Who you are

• 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 the job involves

• 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
• 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