Hybrid Senior Support Engineer, Enterprise SaaS AI

writer.com; New York (NY); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Generous PTO

Medical, dental, and vision coverage

Parental leave

Fertility support

Galleri cancer screening

Annual stipends (wellness, learning)

Stock options and 401k

Company off-sites

Job summary

WRITER is seeking a senior support engineer to empower our enterprise customers. You’ll own triage and resolution of complex production issues, guide end users, and provide Tier 2 support across the stack using Salesforce, Slack, and Zoom.

Collaborate with Success, Education, Product, Engineering, and Sales to scale support operations with an automation-first mindset and AI-assisted tooling, helping customers maximize the platform’s value.

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.
• RESTful API debugging, integration, and usage to troubleshoot complex customer environments.
• Excellent writing and communication skills.
• Experience with GenAI and LLMs is a bonus; own the resolution of issues from start to finish.

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 monitoring alerts.
• Drive technical investigations across our stack and elevate deeper 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

AWS/GCP

Python

SDKs

SSO/SCIM

Jira

Grafana

Datadog

REST debugging

GenAI/LLMs

Tools

Salesforce

Slack

Zoom

Job description

WRITER is seeking a senior support engineer to empower our enterprise customers. You’ll own triage and resolution of complex production issues, guide end users, and provide Tier 2 support across the stack using Salesforce, Slack, and Zoom.

Collaborate with Success, Education, Product, Engineering, and Sales to scale support operations with an automation-first mindset and AI-assisted tooling, helping customers maximize the platform’s value.