Support engineer (UK)

Writer; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

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.

Skills

Python

AWS/GCP

REST APIs

GenAI/LLMs

Customer support

Technical writing

Slack/Zoom/Salesforce

Tools

Jira

Grafana

Datadog

SDKs

SSO/SCIM

Job description

About WRITER

WRITER is the AI platform built for the world’s most ambitious marketing and revenue teams, bringing the frontier of AI to the people who drive enterprise growth. With WRITER, autonomous agents work across the buyer journey, continuously executing on market signals and enterprise intelligence to grow revenue faster. Every agent action and asset is grounded in trust, built on an Enterprise Brain that unites brand, product, and company knowledge with fiduciary-grade governance and compliance.

Fortune 500 companies are transforming how they go to market with WRITER, including 3 of the top 5 US banks, 2 of the 5 largest global CPG conglomerates, and 4 of the top 5 US healthcare insurers. Founded in 2020, WRITER is backed by investors including Insight Partners, ICONIQ, Radical Ventures, Premji Invest, Balderton, B Capital, Salesforce Ventures, Adobe Ventures, Accenture, Citi Ventures, IBM Ventures, WndrCo, and others. Learn more at WRITER.com.

About the role

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.

What you'll do

• 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 elevate 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

What you need

• 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

Benefits & perks (UK full-time employees)

• Generous PTO, plus company holidays
• Comprehensive medical and dental insurance
• Paid parental leave for all parents (16 weeks)
• Fertility and family planning support
• Competitive pension scheme and company contribution
• Annual work-life stipends for:
  • Wellness stipend for gym, massage/chiropractor, personal training, etc.
  • Learning and development stipend
• Company-wide off-sites and team off-sites
• Competitive compensation and company stock options

Benefits & perks (US Full-time employees)

• 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 stipend for gym, massage/chiropractor, personal training, etc.
  • Learning and development stipend
• Company-wide off-sites and team off-sites
• Competitive compensation, company stock options and 401k

WRITER is an equal-opportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship or any other basis protected by applicable local, state or federal law. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.