Senior Support Engineer, Enterprise SaaS & AI Automation

WRITER

New York (NY)

Hybrid

USD 125,000 - 158,000

Full time

14 days+

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Benefits offered by this job

Generous PTO

Medical, dental, and vision coverage

Paid parental leave

Fertility and family planning support

Galleri early-detection testing

HSAs / company contribution

Annual wellness stipend

Learning and development stipend

Company stock options

401k

Team off-sites

Job summary

WRITER, a leading enterprise AI platform, is seeking a senior support engineer in a hybrid NYC/London setup. You will own triage and resolution of complex customer production issues, guiding technical end users and coordinating with Product, Engineering and Sales to deliver measurable value.

Ideal candidates have 5+ years in enterprise B2B SaaS support, deep cloud and Python skills, API debugging expertise, and excellent writing ability.

Qualifications

5+ years in enterprise B2B SaaS tech support.
Deep proficiency with cloud tech (AWS/GCP), Python, SDKs.
Strong RESTful API debugging and integration skills.
Excellent writing and communication abilities.
Experience with GenAI/LLMs is a bonus.

Responsibilities

Triage and resolve complex production issues via Salesforce, email, Slack, Zoom.
Debug and refine Python-based and no-code agents for customers.
Provide Tier 2 advanced support for persistent production issues.
Lead technical investigations and coordinate with product/engineering teams.
Gather feedback to shape the product roadmap with design teams.
Build automated diagnostic tools to scale support and reduce resolution times.