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WRITER is an enterprise generative AI platform enabling leading companies (Mars, Marriott, Uber, Vanguard) to 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 and Radical Ventures.
As a Senior Support Engineer, you will be the leading technical voice for WRITER's enterprise support function, directly helping developer personas and technical users succeed with the platform. You'll handle intricate, mission-critical customer issues in a complex environment while driving impactful value across the customer base.
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
You'll collaborate closely with Customer Success, Education, Product, Engineering, and Sales teams. An automation-first mindset is essential—you'll leverage WRITER's own AI tools to solve problems faster and more efficiently. You will report directly to the Manager of Support Engineering.
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 written and verbal 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.
