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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. As a Senior Support Engineer, you'll be the technical backbone of our enterprise support function, directly helping developer personas and technical users succeed with our platform.
You'll own the triage and resolution of complex customer production issues across multiple channels (Salesforce, email, Slack, Zoom), serving as Tier 2 advanced support. Your responsibilities include debugging and refining custom-built Python and no-code agents, driving technical investigations across our stack, and escalating deeper issues to product and engineering teams when needed.
Beyond reactive support, you'll shape our product roadmap by gathering and sharing platform feedback with product and design teams. You'll leverage an automation-first mindset to scale support operations, building and maintaining automated diagnostic tools and scripts using our own AI tools to solve problems faster and more efficiently.
You'll collaborate closely with Customer Success, Education, Product, Engineering, and Sales teams to create exceptional customer experiences. This hybrid role is based in our New York City hub (with flexibility to work from our London office) and reports directly to the Manager of Support Engineering.
Required: 5+ years of technical support experience in enterprise B2B SaaS. You'll need deep proficiency with cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog. Strong RESTful API debugging and integration skills are essential. Experience with GenAI and LLMs is a significant bonus. You must communicate complex technical concepts clearly, work empathetically with customers on-screen, and own issue resolution end-to-end.
About Writer
AI / Data / Infrastructure; SaaS / Enterprise Software — enterprise generative AI platform for business teams.
