Support engineer (UK)

Writer; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Generous PTO

Medical, dental, and vision coverage

Paid parental leave

Fertility and family planning support

Galleri cancer testing

401k

Company stock options

Annual work-life stipends

Job summary

WRITER is seeking a Senior Support Engineer to empower our enterprise customers by owning triage and resolution of complex production issues. You will work with Salesforce, email, Slack, and Zoom, debugging Python-based and no-code agents while collaborating with Success, Education, Product, Engineering, and Sales to deliver impactful outcomes.

You will play a pivotal role in scaling our support operations through automation and leveraging AI tools, ensuring robust, graceful problem-solving

Qualifications

• 5+ years of experience providing technical support for a B2B SaaS organization.
• Strong technical proficiency with cloud tech (AWS/GCP).
• Proficiency in Python and working with SDKs, SSO/SCIM, Jira, Grafana and Datadog.
• Excellent written and verbal communication skills for complex concepts.
• Experience with GenAI/LLMs is a bonus and highly valued.

Responsibilities

• Own triage and resolution of complex customer production issues via Salesforce, email, Slack, and Zoom.
• Guide technical end users by debugging and refining Python-based and no-code agents.
• Provide Tier 2 advanced support for monitoring and tackling production issues.
• Lead technical investigations across the stack and escalate as needed to product/engineering teams.
• Shape product roadmap by sharing platform feedback and feature requests with product/design teams.
• Build and maintain automated diagnostic tools to scale support and reduce resolution times.

Skills

Python

RESTful API debugging

AWS/GCP

Jira

Grafana

Datadog

LLMs / GenAI

Writing & communication

Tools

Jira

Grafana

Datadog

AWS

Job description

About WRITER

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 elevate 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.

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