Senior Technical Support Specialist (AI)

TL;DR

Senior Technical Support Specialist (AI): Resolving complex technical issues and integration challenges for an AI-powered customer engagement platform with an accent on log analysis, API debugging, and cross-functional collaboration with Engineering. Focus on implementing lightweight testing practices and optimizing the escalation process to improve product quality.

Location: Hybrid in Utrecht, Netherlands

Company

An AI-driven communication scale-up redefining customer engagement through an AI-powered platform that unifies communication channels.

What you will do

• Own and resolve complex technical investigations using logs, APIs, and internal AI tools.
• Deliver high-quality, fully scoped escalations to Engineering to ensure efficient bug resolution.
• Introduce and implement lightweight testing practices and validation workflows.
• Act as the dedicated Technical Support representative within Engineering sprint inputs.
• Mentor and share knowledge with other TS agents through structured sessions and paired investigations.

Requirements

• Expertise in log analysis, API debugging (REST/Webhooks), and troubleshooting third-party integrations.
• Proven QA experience with the ability to write structured, actionable bug reports.
• Ability to communicate technical codebase issues to developers and solutions to customers.
• Capacity to thrive in a high-growth, ambiguous environment.
• Must be based in or able to work hybrid from the Utrecht office in the Netherlands.

Culture & Benefits

• Hybrid work model with the possibility to work abroad for 2 months per year.
• Learning budget and 2 additional days off for courses or conferences.
• 28 vacation days and mental health support via OpenUp.
• Travel reimbursement to Utrecht HQ and monthly internet/phone allowance.
• Pension contributions and an unpaid sabbatical option after two years of service.
• Daily warm lunches provided at the Utrecht office.

Hiring process

• Introductory call with the Talent team.
• Deep-dive interview with the Manager regarding experience and expectations.
• Role-related practical assignment.
• Team connection meeting to confirm mutual fit.