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. You'll need 2–4 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 fast‑growing 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 Intercom's Fin will soon handle most tier‑1 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.

We're 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. You'll be the person who makes sure our AI gives great answers, who steps in when it can't, and who keeps the feedback loop tight between what customers ask and what we ship.

What you'll actually be doing

Your week won't look like a classic support queue. Within about six months, your time roughly breaks down as:

• AI training & content operations (~30%) Review Fin's answers, spot where it gets things wrong or vague, and fix the underlying knowledge. Rewrite Help Center articles so they're LLM‑friendly, tune flows, and shape how our AI represents Chainels to customers. You see this as content engineering, not copywriting.
• Tier‑2 / tier‑3 technical escalations (~40%) When something genuinely complex lands — an integration hiccup with Microsoft, smart lock, parcel service, a webhook that didn't 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 well‑written 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. You’ll take over when Fin is uncertain, when context matters, or when a situation is sensitive. You’ll 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

You're a strong communicator first. Customers will be talking to you in their hardest moments: when something's broken, when they're confused, when the AI didn't 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 doesn't mean we're hiring someone who only loves logs; it means we're hiring someone who can hold both sides: the technical depth and the customer.

You probably have:

• 2–4 years of technical support experience at a B2B SaaS company , or an Implementation role with a strong support component. Call‑center backgrounds aren't what we're 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. You've worked with Intercom Fin, Ada (or similar) or you've been waiting for the chance