AI Support Engineer

# AI Support Engineer

A new kind of support role at a fast-growing tech company in Rotterdam. AI handles the easy tickets — you handle the hard ones, train the AI, and turn customer problems 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 base. Rewrite Help Center articles so they're LLM-friendly, tune flows, and shape how our AI represents Chainels to customers.

Tier-2/tier-3 technical escalations (~40%) - When something genuinely complex lands — an integration issue 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 problems actually reach 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.

## Who you are

You're a strong communicator first. The "engineer" part of the title means we're hiring someone who can hold both sides: technical depth and customer insight.

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 tools, or you've been waiting for the chance
• Exceptional written communication in English
• Ownership mentality
• Dutch is a strong plus