Technical Support Specialist (AI First)

Stack

Responsibilities

• ▹Work closely with the agentic AI infrastructure to continuously improve its resolution rate and answer quality
• ▹Independently resolve escalated technical support tickets, diagnosing root causes using logs, scripts and internal tooling, and coordinating with Engineering for code-level investigation
• ▹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 and feed patterns into Product and Engineering to drive systemic improvements
• ▹Contribute to onboarding and training of new support team members

Requirements

• ▹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
• ▹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 contribute to support AI agent improvement loops
• ▹Adaptability to flex across priorities, from strategy and AI improvement work to hands-on ticket handling during peak-volume periods
• ▹Clear and professional written and verbal communication skills for customer-facing interactions
• ▹Proficient in English, both spoken and written

Nice to have

• ▹Experience with Excel, audit tools or financial software

Soft skills

What we offer

• ▹Be part of one of the fastest-growing, profitable unicorn scale-ups in the Netherlands
• ▹Equity (Stock Appreciation Rights)
• ▹Pension plan with a 6% contribution on top of base salary
• ▹28 vacation days per year (full-time)
• ▹Hybrid work model with at least 3 days onsite in the Amsterdam office
• ▹Daily freshly prepared lunches by an in-house chef
• ▹NS business card for commuting
• ▹Structured onboarding programme with dedicated time to learn the product and customers
• ▹Continuous learning and development initiatives
• ▹International team spread across seven global offices
• ▹Company-wide events like DataSnipper GO
• ▹Access to OpenUp, a mental health and wellness platform

About the company

DataSnipper is a bootstrapped, $1B company with 600,000+ users across 180+ countries. It automates audit and finance work with an Excel Agent that runs AI directly inside Excel.