Senior AI SaaS Support Engineer

Writer

Greater London

Hybrid

GBP 90,000 - 135,000

Full time

3 days ago

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Benefits offered by this job

Generous PTO & holidays

Medical, dental, vision

Parental leave (16 weeks)

Fertility and family planning support

Galleri screening

Pension scheme & company contribution

Wellness stipend

Learning and development stipend

Off-sites & team events

Stock options

Job summary

WRITER is seeking a Senior Support Engineer to empower our enterprise customers, guiding technical users through complex issues and driving improvements across our platform. You will work closely with Success, Education, Product, Engineering and Sales to scale support and leverage AI tools to resolve problems faster.

In this hybrid role, you will be based in London or NYC and report to the Support Engineering manager.

Qualifications

5+ years of technical support for enterprise SaaS.
Proficiency with cloud platforms (AWS/GCP) and APIs.
Experience with Python and SDKs; SSO/SCIM knowledge.
Strong written and verbal communication for enterprise customers.

Responsibilities

Own triage and resolution of complex production issues via Salesforce, email, Slack, and Zoom.
Debug and refine custom-built Python and no-code agents for end users.
Provide Tier 2 advanced support and monitor production issues.
Lead technical investigations; escalate to product/engineering when needed.
Gather product feedback to influence roadmap and feature requests.
Develop automated diagnostic tools to scale support and reduce resolution times.