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WRITER is an enterprise generative AI platform that helps leading companies like Mars, Marriott, Uber, and Vanguard build and deploy AI agents grounded in their data. The company is valued at $1.9B and backed by top-tier investors including Premji Invest, Radical Ventures, and ICONIQ Growth.
As a Senior Support Engineer, you will be a leading voice in WRITER's enterprise support function, handling complex customer issues while working in a dynamic environment to drive impactful value. Your primary focus is helping developer personas and technical users succeed with the platform.
Key responsibilities include:
- Owning triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom
- Guiding technical end users by debugging and refining custom-built Python and no-code agents
- Serving as Tier 2 advanced support, monitoring and tackling complex production issues via monitoring alerts
- Driving technical investigations across the stack and escalating deeper issues to product and engineering teams
- Shaping the product roadmap by gathering and sharing platform feedback and feature requests
- Building and maintaining automated diagnostic tools and scripts to scale support operations and reduce resolution times
- Collaborating closely with Customer Success, Education, Product, Engineering, and Sales teams
You will report directly to the Manager of Support Engineering and work in a hybrid capacity from the New York City or London hubs.
REQUIREMENTS:
- 5+ years of experience providing technical support for an enterprise B2B SaaS organization
- Deep technical proficiency with cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog
- Strong skills in RESTful API debugging, integration, and usage to troubleshoot complex customer environments
- Ability to work on-screen with customers to overcome product issues and connect with them empathetically
- Excellent writing and communication skills to explain complex technical concepts clearly
- Experience with GenAI and LLMs (highly valued bonus)
- Ownership mindset: resolving every technical issue from start to finish
About Writer
AI / Data / Infrastructure; SaaS / Enterprise Software — enterprise generative AI platform for business teams.
