# AI Support Engineer
Join Chainels, a fast-growing Urban & PropTech company in Rotterdam, as an AI Support Engineer. This is a unique role where AI handles tier-1 support while you focus on the high-impact work: training the AI, handling complex technical escalations, and turning customer insights into product improvements.
## What You'll Do
AI Training & Content Operations (~30%)
- Review AI (Intercom Fin) responses and improve underlying knowledge
- Rewrite Help Center articles for LLM compatibility
- Tune workflows and shape how the AI represents Chainels to customers
Tier-2/Tier-3 Technical Escalations (~40%)
- Debug complex integrations (Microsoft, smart locks, parcel services)
- Investigate webhook failures and configuration edge cases
- Read and reason about API requests and JSON payloads
- Run SQL queries to identify root causes
Insights → Product (~20%)
- Identify patterns in customer issues
- Convert recurring tickets into well-documented product issues
- Work closely with Product and Engineering teams
- Ensure customer pain reaches the roadmap
Human in the Loop (~10%)
- Take over when AI is uncertain or context matters
- Handle sensitive customer situations
- Coordinate with internal teams
- Capture learnings to improve AI performance
## Who You Are
- Strong communicator who can explain complex technical problems in plain language
- 2–4 years of technical support experience at B2B SaaS companies or Implementation roles with strong support components
- Comfortable with modern SaaS technical layers: API requests, webhooks, JSON, basic SQL
- Real affinity for conversational AI—you want to train the bot, not hide behind it
- Exceptional written communication in English
- Ownership mindset—you see tickets through to resolution
- Dutch fluency is a strong plus (not required)
## What We Offer
- Competitive salary and benefits package with modern pension plan
- Yearly personal development budget
- Hybrid working model (3+ days in Rotterdam office)
- 25 days annual leave
- Laptop and phone provided
- Complimentary lunch and snacks at office
- Team outings and company events
- Dynamic, international work environment