Technical Support Engineer

Title: Technical Support Engineer

Location: Turin, Italy (hybrid)

Reporting to: CTO

Before you apply: Nebuly is where the bar is high and the vision is bold. We move fast, think deeply, and push each other to build the future of AI products. If you're ready to give your best, we'd love to hear from you.

About Nebuly

Nebuly is a fast-growing, VC-backed startup building the platform that proves the ROI of enterprise AI.

Every enterprise function - sales, customer support, HR, finance - is deploying AI agents at scale, and budgets are following fast. But most companies can't answer a basic question: is this spend actually working? Every enterprise deploying AI agents is asking the same question: is this actually delivering value? Today, almost none of them can answer it. The signal that could answer it is right there - millions of conversations happening every day between employees, customers, and these agents - but it's unstructured, high-volume, and invisible without the right infrastructure. So the ROI question stays unanswered, not because the answer doesn't exist, but because no one can see it. Nebuly makes that signal visible. It sits on top of any enterprise AI deployment, turns those conversations into a clear answer - is this working, and where - and connects the dots back to ROI. Think of it as the accountability layer for enterprise AI: connect once, see the impact, prove the value - with no data ever leaving your environment.

Every new data category has created a new software category. CRM turned customer interactions into pipeline accountability. Product analytics turned user behavior into growth accountability. Nebuly is building that same layer for AI - turning millions of invisible conversations into a clear answer on value.

Our customers include Oura, CNH Industrial, Vodafone, and Moncler. Demand is accelerating fast, and we're building the team to match.

The role

As our enterprise customer base grows, so does the number of technical questions, issues, and requests that come in every day. As a Technical Support Engineer, you are the first technical point of contact for our customers inside the engineering team. You own each request from the moment it arrives until the customer has a clear answer and a working solution.

You don't need to be the most senior developer in the room. What matters is that you understand how a modern software product works, you can dig into a problem methodically, and you know how to get the most out of AI agents like Claude to investigate, reproduce, and solve it. When an issue needs deeper engineering work, you bring it to the right people on the team with a clear diagnosis, and you keep the customer informed until it's closed.

You sit at the boundary between our customers and our engineering team: you make customers feel heard and supported, and you make sure engineering gets clean, actionable signal instead of noise.

Examples of your daily responsibilities

• Own incoming technical support requests from enterprise customers: triage, prioritise, and respond quickly and clearly.

• Investigate issues end to end: read logs, query data, inspect API calls and configurations, and reproduce problems in our environments.

• Use Claude and other AI agents as part of your daily workflow to analyse logs and code, understand unfamiliar parts of the product, and draft solutions and workarounds for customers.

• Solve the majority of requests autonomously, and know when a problem needs to be escalated to the engineering team.

• When you escalate, hand over a clear, reproducible write-up: what happens, where, how to reproduce it, and what you've already ruled out.

• Keep customers informed throughout: set expectations, communicate progress, and close the loop once a fix is shipped.

• Run calls with customers' technical teams to troubleshoot problems live or walk them through product configurations and integrations.

• Turn recurring questions into knowledge: write and maintain documentation, FAQs, and internal runbooks so that the same problem is solved faster next time.

• Spot patterns across tickets and bring them back to product and engineering to help prioritise improvements.

• Work closely with our engineering, product, solutions, and customer success teams.

What we look for

• 1 to 3 years of experience in a technical role such as technical support, support engineering, QA, implementation, or software development.

• Strong customer-facing skills. You communicate with empathy and clarity, you stay calm under pressure, and you can explain a technical issue to both an engineer and a non-technical stakeholder.

• A solid technical foundation. You're comfortable with APIs (REST, JSON), reading logs, writing basic SQL queries, and navigating a codebase, even if you're not the one writing most of it.

• Hands-on with AI agents. You already use tools like Claude, Claude Code, Cursor, or similar to investigate problems and move faster, and you know how to verify what they tell you.

• A structured, curious approach to problem solving: you form hypotheses, test them, and don't stop at the first plausible answer.

• Basic scripting skills (Python or Bash) to automate small checks and analyses.

• Familiarity with cloud environments (AWS, Azure, or GCP) and with basic web and networking concepts.

• Strong ownership: you follow up, you keep track of open threads, and you don't consider a request done until the customer is unblocked.

• Excellent written and spoken English.

Nice to have

• Previous experience supporting enterprise B2B SaaS customers.

• Experience with ticketing and support tools (e.g. Zendesk, Intercom, Linear, Jira).

• Familiarity with Kubernetes, Docker, or observability tools such as Grafana or Datadog.

• Interest in LLMs and conversational AI products.

• Italian language skills.

What we offer

High-impact work in small, fast-moving teams. At Nebuly, you'll work in small, entrepreneurial teams with a high degree of ownership and autonomy. Regardless of your seniority, your work has a direct impact: every issue you solve is a customer who keeps trusting our platform.

A platform for real growth. As more companies rely on our platform to understand and optimize their AI experiences, new challenges emerge constantly. You'll work with some of the largest enterprises in Europe and the US, and you'll learn the product and its architecture end to end, with clear paths to grow into engineering, solutions, or customer-facing leadership roles.

Competitive pay + equity. We offer a competitive salary, depending on experience, plus meaningful stock options in a fast-scaling company.