Technical Support Specialist (AI First)

About the Role As a Technical Support Specialist at DataSnipper, you'll be a key player on our AI-first support team, helping customers resolve complex technical issues while actively shaping how we scale and improve our support systems. This isn't a traditional support role. You'll work hands-on with our agentic AI infrastructure, helping to improve its resolution rate and answer quality, while independently handling escalated tickets that require real technical depth - think log analysis, API debugging, and coordinating with Engineering on code-level investigations. Beyond the day-to-day, you'll help build the foundation that makes our team better: maintaining our technical knowledge base, identifying recurring issue patterns to feed back into Product and Engineering, and contributing to the onboarding and development of new team members. You'll be joining a small, fast-moving global team based across Amsterdam, New York, and Kuala Lumpur, where curiosity, ownership, and a bias for systemic thinking are as valued as technical ability. About DataSnipper 🚀 Audit and finance are still massively manual and we are changing that. DataSnipper is a $1B, bootstrapped unicorn with 600,000+ users across 180+ countries, already embedded in the daily workflows of top audit and accounting firms. Now, we are taking things further with our Excel Agent, bringing AI directly into where the work actually happens. Unlike generic AI tools, we do not sit on the sidelines. Our AI operates inside Excel, with access to real documents and audit evidence, meaning it does not just generate answers, it does the work, with full traceability. We are not just applying AI, we are redefining how audit gets done. If you want to build something category-defining at scale, this is the place. What You Will Do Work closely with our agentic AI infrastructure to continuously improve its resolution rate and the quality of the answers it produces Independently resolve escalated technical support tickets, diagnosing root causes using logs, scripts, and internal tooling, and coordinating with Engineering for code-level investigation when needed Partner with Customer Success and Engineering to drive timely resolution of customer-impacting bugs and incidents Maintain and improve the technical knowledge base, creating troubleshooting guides that reduce repeat issues. Track recurring issues, feeding patterns into Product and Engineering to drive systemic improvements Contribute to onboarding and training of new support team members What You Bring 2–4 years of experience in a technical support or application support role in a B2B SaaS environment Strong diagnostic and troubleshooting skills, comfortable working with logs, APIs, and browser developer tools Strong all-round technical aptitude across computers, software, and AI, able to navigate systems such as Windows and Azure, run basic networking checks, inspect the registry, and quickly pick up new software and technical concepts to get things done in unfamiliar environments Solid understanding of SaaS product architecture concepts (APIs, integrations, data flows) Experience with CRM and ticketing systems such as Intercom, Zendesk, Jira, or similar AI tool fluency, able to use AI to increase productivity, analyze data, and actively contribute to support AI agent improvement loops Adaptability to flex across priorities as needed, from strategy and AI improvement work to hands-on ticket crunching during peak-volume periods Committed, self-driven attitude with strong ownership, urgency, and follow-through, able to work independently, manage multiple open tickets, and prioritize effectively Clear and professional communication skills, both written and verbal, for customer-facing interactions Proficient in English, both spoken and written Experience with Excel, audit tools, or financial software is a strong plus Open-minded and adaptive to changing conditions, always looking for opportunities to scale our systems rather than just working through the queue What We Offer Be part of one of the fastest-growing, profitable unicorn scale-ups in the Netherlands with a global impact. Equity (Stock Appreciation Rights) to share in the company’s success and growth. Pension plan with a 6% contribution on top of your base salary. 28 vacation days per year (full-time) to support your work-life balance. Hybrid work model with at least 3 days onsite in our dynamic Amsterdam office. Daily, freshly prepared lunches by our in-house chef to keep you energised. NS business card for easy commuting to the office. A structured onboarding programme designed to set you up for success, including dedicated time to learn our product and customers before you hit the ground running. Access to continuous learning and development initiatives to grow your skills. Engage with a vibrant international team spread across seven global offices. Company-wide events like DataSnipper GO, where global teams come together. Access to OpenUp, a mental health and wellness platform supporting your wellbeing.