AI Support Engineer

# AI Support Engineer

Join Chainels, a fast-growing Urban & PropTech company in Rotterdam, as an AI Support Engineer. This role transforms customer support by leveraging AI agents (like Intercom's Fin) to handle tier-1 questions, freeing you to focus on high-impact work.

## Your Responsibilities

AI Training & Content Operations (~30%)
Review AI responses, identify gaps, and improve underlying knowledge. Rewrite Help Center articles for LLM-friendliness, tune flows, and shape how the AI represents Chainels to customers.

Tier-2/Tier-3 Technical Escalations (~40%)
Handle complex technical cases: integration issues, webhook failures, configuration edge cases. Debug API requests, inspect workflows, read JSON, and run basic SQL queries to find root causes.

Insights → Product (~20%)
Identify patterns in customer feedback, convert recurring issues into well-written tickets (JIRA/Linear), collaborate closely with Product and Engineering to ensure customer pain reaches the roadmap.

Human in the Loop (~10%)
Step in when AI is uncertain or context matters. Provide clear, calm customer communication and coordinate with internal teams.

## What We're Looking For

• 2–4 years of technical support experience at B2B SaaS companies or Implementation roles with strong support component
• Comfort with modern SaaS technical layers: API requests, webhooks, JSON payloads, basic SQL queries, automation debugging
• Real affinity with conversational AI (experience with Intercom Fin, Ada, or similar preferred)
• Exceptional written English communication
• Strong sense of ownership and ability to see tickets through to resolution
• Dutch language skills are a strong plus

## About Chainels

Chainels is a fast-growing Urban & PropTech company building a community platform for buildings and cities. The SaaS is trusted by leading real estate investors and live in 20+ countries across 1000+ communities.