Support engineer (UK)

Writer; Greater London; Hybrid; GBP 90,000 - 135,000; Full time

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.

Skills

5+ years enterprise B2B SaaS support

AWS/GCP

Python

SDKs

SSO/SCIM

Jira

Grafana

Datadog

RESTful API debugging

Tools

Salesforce

Slack

Zoom

Job description

WRITER is where the world's leading enterprises orchestrate AI-powered work. Our vision is to expand human capacity through superintelligence. And we’re proving it’s possible – through powerful, trustworthy AI that unites IT and business teams together to unlock enterprise-wide transformation. With WRITER’s end-to-end platform, hundreds of companies like Mars, Marriott, Uber, and Vanguard are building and deploying AI agents that are grounded in their company’s data and fueled by WRITER’s enterprise-grade LLMs. Valued at $1.9B and backed by industry-leading investors including Premji Invest, Radical Ventures, and ICONIQ Growth, WRITER is rapidly cementing its position as the leader in enterprise generative AI.

Founded in 2020 with office hubs in San Francisco, New York City, Seattle, Austin, Chicago, and London, our team thinks big and moves fast, and we’re looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work with AI.

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 escale 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
• Early-detection cancer testing through Galleri
• 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.

By submitting your application on the application page, you acknowledge and agree to WRITER’s Global Candidate Privacy Notice.