Support Engineer

Who you are

• Bring 5+ years of experience providing technical support for an enterprise B2B SaaS organization
• Demonstrate deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog
• Possess 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
• Challenge the status quo by bringing experience with GenAI and LLMs (a huge bonus) and Own the resolution of every technical issue from start to finish

What the job involves

• 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
• 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

Benefits

• Health: Selection of employer-covered medical plans, plus dental, vision, life insurance, and FSA.
• Family-friendly: Competitive parental leave policy, working parents can truly own their schedules.
• Hybrid culture: We’re built around a mix of in office collaboration and remote work when needed.
• Finance: Company stock options, plus a 401k plan with employer contributions.
• Growth: Learning and development stipend and generous PTO.
• SF/NY/London office space: Three beautiful sunny offices in three incredibly exciting cities.