Support engineer

At WRITER, our enterprise customers are building mission-critical AI applications that transform how their businesses operate. As a senior support engineer, your top priority is helping our developer personas and technical users succeed with our platform. You'll act as a leading voice for our enterprise support function, handling intricate customer issues directly while working in a complex and ambiguous environment to drive impactful value across our customers' businesses. You'll collaborate closely with Customer Success, Education, Product, Engineering, and Sales to create great experiences and help customers get the most out of the platform. By leveraging an automation-first mindset, you'll scale our support operations and use our own AI tools to solve problems faster and more efficiently. This role is available for hybrid work in our New York City and London hubs. and you will report directly to the manager of support engineering.

Responsibilities

Own the triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom; Guide technical end users directly by debugging and refining custom-built Python and no-code agents; Serve as Tier 2 advanced support to monitor and tackle complex production issues through our monitoring alerts; Drive technical investigations across our stack and escalate deeper technical issues to product and engineering teams; Shape our product roadmap by gathering and sharing platform feedback and feature requests with product and design teams; Build and maintain automated diagnostic tools and scripts to scale our support operations and reduce resolution times

Requirements

5+ years of experience providing technical support for an enterprise B2B SaaS organization; Deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog; Strong skills in RESTful API debugging, integration, and usage to troubleshoot complex customer environments; Enjoy working on-screen with customers to overcome product issues and connect with them empathetically; Communicate complex technical concepts clearly through excellent writing and communication skills; Own the resolution of every technical issue from start to finish

Nice to have

Experience with GenAI and LLMs

Benefits

Generous PTO, plus company holidays; Medical, dental, and vision coverage for you and your family; Paid parental leave for all parents (16 weeks); Fertility and family planning support; Early-detection cancer testing through Galleri; Flexible spending account and dependent FSA options; Health savings account for eligible plans with company contribution; Annual work-life stipends for wellness, gym, massage/chiropractor, personal training, learning and development; Company-wide off-sites and team off-sites; Competitive compensation, company stock options and 401k