Technical Support Specialist (AI First)

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. 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 pa…