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Writer is an enterprise generative AI platform that enables leading companies like Mars, Marriott, Uber, and Vanguard to 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), acting 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. You'll also shape our product roadmap by gathering and sharing customer feedback with product and design teams.
A key part of this role is building and maintaining automated diagnostic tools and scripts to scale support operations and reduce resolution times—leveraging an automation-first mindset and our own AI tools to solve problems faster and more efficiently.
You'll collaborate closely with Customer Success, Education, Product, Engineering, and Sales to create exceptional customer experiences. You report directly to the Manager of Support Engineering and work in a hybrid capacity from our London hub (with flexibility to work from our NYC hub as well).
You bring 5+ years of technical support experience in enterprise B2B SaaS environments. You're proficient with cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog. You excel at RESTful API debugging, integration troubleshooting, and working on-screen with customers to overcome product issues. You communicate complex technical concepts clearly through excellent writing and communication skills. Experience with GenAI and LLMs is a significant bonus. You own the resolution of every technical issue from start to finish and challenge the status quo.
About Writer
AI / Data / Infrastructure; SaaS / Enterprise Software — enterprise generative AI platform for business teams.
