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.

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.

## 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: the technical depth and the customer.

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 mentality
• Dutch is a strong plus