Support engineer (UK)

present of AI; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Writer in London is seeking a Senior level Customer & Solutions engineer to own complex production issues for enterprise customers building on our AI platform. This remote role requires several years of enterprise software support, API debugging, and cloud environment familiarity.

You will help debug Python and no-code agents, build automated diagnostics, and feed feedback to engineering. Strong communication with technical users under pressure is essential; prior GenAI exposure is a bonus.

Qualifications

• Several years of technical support in enterprise software.
• Comfort debugging APIs and cloud environments.
• Ability to explain hard problems plainly to technical users.
• Experience building automated diagnostic tools and feeding product feedback to engineering and design.

Responsibilities

• Own complex production issues for enterprise customers on the AI platform.
• Work across support channels and act as escalation point.
• Build automated diagnostic tools.
• Provide feedback to product/engineering.

Skills

Enterprise SaaS support

Python troubleshooting

APIs debugging

Cloud environments

Communication with technical users

Education

Bachelor's degree in Computer Science or related field

Tools

Python

Job description

Customer & Solutions London, UK Remote FullTime Senior level

This role centers on owning complex production issues for enterprise customers who build on an AI platform, working across support channels and acting as an advanced escalation point. A strong candidate brings several years of technical support in enterprise software, comfort debugging APIs and cloud environments, and the ability to explain hard problems plainly to technical users. The work also involves building automated diagnostic tools and feeding product feedback back to engineering and design.

How it fits the AI era

AI shifts part of support toward using the company's own tools to diagnose and resolve issues faster, and toward an automation first approach that reduces repeat work. What stays human is judgment on ambiguous production problems, careful debugging of customer built agents, and calm, clear communication with technical users under pressure. The role sits close to where AI products meet real customer environments, so understanding both sides matters.

How it builds AI experience

Working here means hands on exposure to enterprise AI agents grounded in company data, including debugging and refining Python and no code agents that customers build. That builds practical skill in how LLM based systems fail and how to fix them in production. Prior experience with generative AI and LLMs is listed as a bonus rather than a requirement, so it can be built on the job.

Worth showing

• Enterprise SaaS technical support
• Python troubleshooting
• GenAI and LLM familiarity

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Writer

Writer is an enterprise AI platform for building and supervising AI agents grounded in company data, per the company.