AI Support Engineer

TL;DR

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. Youll need 24 years of B2B SaaS support experience comfort with APIs/webhooks/JSON/SQL real interest in conversational AI and excellent written English. Dutch is a strong plus. Hybrid 3 days in our Rotterdam office.

About Chainels

Chainels is a fastgrowing Urban & PropTech company based in Rotterdam. We build a community platform for buildings and cities that improves the way people live and work and makes the spaces themselves easier to manage. Our SaaS is trusted by leading real estate investors and is live in 20 countries across 1000 communities.

At Chainels support is changing fast. AI agents like Intercoms Fin will soon handle most tier1 questions which means the humans on our support team can stop firefighting and start doing the work that actually compounds: training the AI untangling the hard technical cases and turning what we learn from customers into a better product.

Were hiring an AI Support Engineer to lead that shift. This is not a helpdesk role with AI stapled on the side. AI is the core of the job not a threat to it. Youll be the person who makes sure our AI gives great answers who steps in when it cant and who keeps the feedback loop tight between what customers ask and what we ship.

What youll actually be doing

Your week wont look like a classic support queue. Within about six months your time roughly breaks down as:

• AI training & content operations (30%) Review Fins answers spot where it gets things wrong or vague and fix the underlying knowledge. Rewrite Help Center articles so theyre LLMfriendly tune flows and shape how our AI represents Chainels to customers. You see this as content engineering not copywriting.
• Tier2 / tier3 technical escalations (40%) When something genuinely complex lands an integration hiccup with Microsoft smart lock parcel service a webhook that didnt 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 wellwritten 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. Youll take over when Fin is uncertain when context matters or when a situation is sensitive. Youll send the customer a clear calm message coordinate with internal teams when needed and then capture what happened so the next similar case is handled better by the AI.

Who you are

Youre a strong communicator first. Customers will be talking to you in their hardest moments: when somethings broken when theyre confused when the AI didnt get it. You can explain a complex technical problem in plain human language and you bring empathy and patience to every interaction. The engineer part of the title doesnt mean were hiring someone who only loves logs; it means were hiring someone who can hold both sides: the technical depth and the customer.

You probably have:

• 24 years of technical support experience at a B2B SaaS company or an Implementation role with a strong support component. Callcenter backgrounds arent what were looking for here.
• 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. Youve worked with Intercom Fin Ada (or similar) or youve been waiting for the chance to. You want to train the bot not duck behind it.
• Exceptional written communication in English. You can take a messy technical situation and turn it into a clear calm friendly answer.
• Ownership. You see a ticket through to a real resolution and you close the loop with the customer.
• Dutch is a strong plus. A meaningful share of our customers operate in Dutch and prefer to be supported in their own language so Dutch fluency makes a real difference. That said the right person without Dutch will absolutely be considered. Wed rather hire the right profile than the right passport.

Who youll work with

You wont be on an island. Your closest collaborators are:

• Solutions Engineers your direct technical line for integrations complex configurations and customerspecific setups.
• Implementation Consultants onboarding partners who hand customers over to you and pick things back up when bigger projects emerge.
• Product Owners for prioritising bugs and channeling market feedback into the roadmap.
• Account Managers to keep them in the loop on escalations or commercial signals worth acting on.

We offer

• Yearly personal development budget for your continuous growth
• Inspiring and dynamic work environment in a fast-growing international company
• Competitive salary and benefits package including a modern pension plan
• Vibrant company culture celebrating results and supporting each others growth through shared failures and successes
• Hybrid working model
• Laptop (Windows or MacBook) and Phone (iOS or Android)
• 25 days of annual leave
• Complimentary lunch and snacks at the office
• Team outings vrijmibo team trips away

We are currently not hiring applicants who live outside of the EU.