# 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 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 Chainels is represented to customers.
- 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. Debug API requests, inspect workflows, read JSON, and run basic SQL queries to find the real cause.
- Insights → Product (~20%) — Spot patterns others miss. Recurring tickets become well-written JIRA/Linear issues, sit close to Product and Engineering, and make sure customer pain reaches the roadmap.
- Human in the loop (~10%) — Take over when Fin is uncertain, when context matters, or when a situation is sensitive. Send clear, calm messages, coordinate with internal teams, and 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. You can explain a complex technical problem in plain, human language, and bring empathy and patience to every interaction.
## Requirements
- 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. Experience with Intercom Fin, Ada, or similar, or waiting for the chance to work with such tools
- Exceptional written communication in English
- Ownership and ability to see a ticket through to real resolution
- Dutch fluency is a strong plus
## About Chainels
Chainels is a fast-growing Urban & PropTech company based in Rotterdam. We build a community platform for buildings and cities that improves the way people live and work. Our SaaS is trusted by leading real estate investors and is live in 20+ countries across 1000+ communities.