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Writer is an enterprise generative AI platform enabling 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, handling complex customer production issues and serving as a trusted advisor to developer personas and technical users.
You'll own triage and resolution of intricate customer issues across multiple channels (Salesforce, email, Slack, Zoom), debugging and refining custom-built Python and no-code agents. You'll serve as Tier 2 advanced support, monitoring production systems and escalating deeper technical issues to product and engineering teams. A key part of your role is driving technical investigations across the stack, gathering platform feedback to shape the product roadmap, and building automated diagnostic tools and scripts to scale support operations.
You'll collaborate closely with Customer Success, Education, Product, Engineering, and Sales teams to create exceptional customer experiences. By leveraging an automation-first mindset and Writer's own AI tools, you'll solve problems faster and more efficiently.
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 complex customer environment analysis. You communicate technical concepts clearly through excellent writing and verbal communication, work empathetically with customers on-screen, and own issue resolution end-to-end. Experience with GenAI and LLMs is a significant bonus.
This hybrid role is based in London with flexibility to work from Writer's London hub, reporting directly to the Support Engineering Manager.
About Writer
AI / Data / Infrastructure; SaaS / Enterprise Software — enterprise generative AI platform for business teams.
