{"id":49979,"url":"https://alion.io/job/datasnipper-technical-support-specialist-ai-first","title":"Technical Support Specialist (AI First)","company":{"id":4724,"name":"DataSnipper","domain":"datasnipper.com","url":"https://alion.io/company/datasnipper","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Amsterdam, Netherlands"],"countries":["NL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Azure","optional":false},{"name":"Intercom","optional":false},{"name":"Jira","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-08-10T12:40:19Z","employer_posted_date":"2026-08-10","last_verified_at":"2026-11-04T12:55:45Z","board_verified":true,"closed_at":null,"days_open":86,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":86},"description":"About the Role\nAs 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.\nThis 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.\nBeyond 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.\nYou'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.\nAbout DataSnipper\nAudit 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.\nNow, 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.\nWe 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.\nWhat You Will Do\nWork closely with our agentic AI infrastructure to continuously improve its resolution rate and the quality of the answers it produces\n\nIndependently resolve escalated technical support tickets, diagnosing root causes using logs, scripts, and internal tooling, and coordinating with Engineering for code-level investigation when needed\n\nPartner with Customer Success and Engineering to drive timely resolution of customer-impacting bugs and incidents\n\nMaintain and improve the technical knowledge base, creating troubleshooting guides that reduce repeat issues.\n\nTrack recurring issues, feeding patterns into Product and Engineering to drive systemic improvements\n\nContribute to onboarding and training of new support team members\n\nWhat You Bring\n2-4 years of experience in a technical support or application support role in a B2B SaaS environment\n\nStrong diagnostic and troubleshooting skills, comfortable working with logs, APIs, and browser developer tools\n\nStrong 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\n\nSolid understanding of SaaS product architecture concepts (APIs, integrations, data flows)\n\nExperience with CRM and ticketing systems such as Intercom, Zendesk, Jira, or similar\n\nAI tool fluency, able to use AI to increase productivity, analyze data, and actively contribute to support AI agent improvement loops\n\nAdaptability to flex across priorities as needed, from strategy and AI improvement work to hands-on ticket crunching during peak-volume periods\n\nCommitted, self-driven attitude with strong ownership, urgency, and follow-through, able to work independently, manage multiple open tickets, and prioritize effectively\n\nClear and professional communication skills, both written and verbal, for customer-facing interactions\n\nProficient in English, both spoken and written\n\nExperience with Excel, audit tools, or financial software is a strong plus\n\nOpen-minded and adaptive to changing conditions, always looking for opportunities to scale our systems rather than just working through the queue\n\nWhat We Offer\nBe part of one of the fastest-growing, profitable unicorn scale-ups in the Netherlands with a global impact.\n\nEquity (Stock Appreciation Rights) to share in the company’s success and growth.\n\nPension plan with a 6% contribution on top of your base salary.\n\n28 vacation days per year (full-time) to support your work-life balance.\n\nHybrid work model with at least 3 days onsite in our dynamic Amsterdam office.\n\nDaily, freshly prepared lunches by our in-house chef to keep you energised.\n\nNS business card for easy commuting to the office.\n\nA 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.\n\nAccess to continuous learning and development initiatives to grow your skills.\n\nEngage with a vibrant international team spread across seven global offices.\n\nCompany-wide events like DataSnipper GO, where global teams come together.\n\nAccess to OpenUp, a mental health and wellness platform supporting your wellbeing.\n\nAt DataSnipper, we believe great ideas come from different perspectives, experiences, and backgrounds. We are committed to building an inclusive workplace and providing every candidate with a fair and equitable hiring experience.\nOur hiring decisions are merit based and grounded in the skills, experience, potential, and capabilities relevant to the role.\nWe welcome applicants regardless of age, race, ethnicity, nationality, gender, gender identity or expression, sexual orientation, religion, disability, or any other characteristic that makes you, you.\nWhat matters to us is what you can bring to the role, the team, and DataSnipper.","description_format":"text","description_chars":5722,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Continuous learning","Equity","Hybrid work"],"hiring_locations":[{"name":"Netherlands","iso":"NL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Document AI","Accounting & Tax Software"],"lifecycle":[{"event":"open","at":"2026-08-10T12:40:19Z"}],"visa":[],"liveness":{"score":29,"band":"fade","label":"Fading","p_open":1,"p_active":0.656,"p_room":0.44,"age_days":85,"expected_fill_days":61,"reasons":["conf:2","velocity","win:tail","crowd:junior"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/datasnipper-technical-support-specialist-ai-first","json_url":"https://alion.io/job/datasnipper-technical-support-specialist-ai-first.json","meta":{"generated_at":"2026-11-04T13:41:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20654,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4724},"rest":"https://alion.io/mcp/rest/get_company?id=4724"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdatasnipper-technical-support-specialist-ai-first"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdatasnipper-technical-support-specialist-ai-first"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdatasnipper-technical-support-specialist-ai-first"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/datasnipper-technical-support-specialist-ai-first\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdatasnipper-technical-support-specialist-ai-first"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":49979}},{"tool":"search_jobs","arguments":{"company":"datasnipper.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":49979},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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