AI Support Engineer

# AI Support Engineer

A new kind of support role at a fast-growing tech scale-up in Rotterdam. AI handles the easy tickets — you handle the hard ones, train the AI, and turn customer pain into product wins.

## What you'll actually be doing

Your week won't look like a classic support queue. Within about six months, your time roughly breaks down as:

AI training & content operations (~30%) Review Fin's answers, spot where it gets things wrong or vague, and fix the underlying knowledge. Rewrite Help Center articles so they're LLM-friendly, tune flows, and shape how our AI represents Chainels to customers. You see this as content engineering, not copywriting.

Tier-2 / tier-3 technical escalations (~40%) When something genuinely complex lands — an integration hiccup with Microsoft, smart lock, parcel service, a webhook that didn't fire, a config edge case — it comes to you. You debug API requests, inspect workflows, read JSON without flinching, and run basic SQL queries to find the real cause.

Insights → Product (~20%) You spot the patterns the rest of us miss. Recurring tickets become well-written JIRA/Linear issues, you sit close to Product and Engineering, and you make sure customer pain actually reaches the roadmap.

Human in the loop (~10%) Even with great automation, some moments need a human. You'll take over when Fin is uncertain, when context matters, or when a situation is sensitive. You'll send the customer a clear, calm message, coordinate with internal teams when needed, and then capture what happened so the next similar case is handled better by the AI.

## Who you are

You're a strong communicator first. Customers will be talking to you in their hardest moments: when something's broken, when they're confused, when the AI didn't get it. You can explain a complex technical problem in plain, human language, and you bring empathy and patience to every interaction.

You probably have:

• 2–4 years of technical support experience at a B2B SaaS company, or an Implementation role with a strong support component
• Comfort with the technical layer of a modern SaaS: reading and reasoning about API requests, webhooks, JSON payloads; running basic SQL queries; debugging automations
• Real affinity with conversational AI. You've worked with Intercom Fin, Ada (or similar) or you've been waiting for the chance to
• Exceptional written communication in English
• Ownership. You see a ticket through to a real resolution and you close the loop with the customer
• Dutch is a strong plus