Senior Support Engineer — Enterprise AI Platform (Hybrid)

Writer; Northern, New York (KY, NY); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Generous PTO

Medical, dental, and vision coverage

Parental leave (16 weeks)

Fertility and family planning support

Galleri cancer screening

Job summary

WRITER is seeking a senior support engineer to help enterprise customers succeed with our platform. You’ll act as a leading voice for the enterprise support function, handling intricate issues and collaborating with Success, Education, Product, Engineering, and Sales to deliver value.

A strong automation mindset will scale operations and accelerate solutions. You’ll work in a hybrid model across our New York City and London hubs, with compensation scaled to experience and scope.

Qualifications

• 5+ years of technical support experience in enterprise B2B SaaS.
• Deep technical proficiency with cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog.
• Strong RESTful API debugging and integration skills.
• Clear written and verbal communication; empathetic with customers.
• GenAI and LLM experience is a bonus.

Responsibilities

• Own triage and resolution of complex production issues via Salesforce, email, Slack, and Zoom.
• Guide end users by debugging Python and no-code agents.
• Provide Tier 2 advanced support and monitor production issues via alerts.
• Drive investigations and escalate to product/engineering when needed.
• Contribute to roadmap by sharing platform feedback and feature requests.
• Build automated diagnostic tools to scale support and reduce resolution times.

Job description

WRITER is seeking a senior support engineer to help enterprise customers succeed with our platform. You’ll act as a leading voice for the enterprise support function, handling intricate issues and collaborating with Success, Education, Product, Engineering, and Sales to deliver value.

A strong automation mindset will scale operations and accelerate solutions. You’ll work in a hybrid model across our New York City and London hubs, with compensation scaled to experience and scope.