Senior Enterprise Support Engineer — Hybrid (NYC/London)

Writer; Greater London; Hybrid; GBP 70.000 - 110.000; Vollzeit

Benefits dieser Stelle

Generous PTO, plus holidays

Comprehensive medical and dental

Paid parental leave (16 weeks)

Fertility and family planning support

Pension scheme and company match

Wellness stipend

Learning and development stipend

Company off-sites

Zusammenfassung

WRITER is seeking a senior support engineer in a hybrid role (London or NYC) to help enterprise customers succeed with our AI platform. You will own triage, debugging Python agents, and complex production issues, working with Success, Product and Engineering to scale support.

The role emphasizes automation, fast resolution, and clear technical communication; experience with cloud tech (AWS/GCP), REST APIs, and GenAI is highly valued.

Qualifikationen

• 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.
• Clear written and verbal communication with customers; empathy and ability to explain technical concepts.
• Experience with GenAI and LLMs is a bonus; ownership of issue resolution end-to-end.

Aufgaben

• 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.

Kenntnisse

Python

AWS/GCP

REST APIs

GenAI/LLMs

Customer support

Technical writing

Slack/Zoom/Salesforce

Tools

Jira

Grafana

Datadog

SDKs

SSO/SCIM

Jobbeschreibung

WRITER is seeking a senior support engineer in a hybrid role (London or NYC) to help enterprise customers succeed with our AI platform. You will own triage, debugging Python agents, and complex production issues, working with Success, Product and Engineering to scale support.

The role emphasizes automation, fast resolution, and clear technical communication; experience with cloud tech (AWS/GCP), REST APIs, and GenAI is highly valued.