Support engineer (UK)

At WRITER, our enterprise customers are building mission-critical AI applications that transform how their businesses operate. As a senior support engineer, your top priority is helping our developer personas and technical users succeed with our platform. You'll act as a leading voice for our enterprise support function, handling intricate customer issues directly while working in a complex and ambiguous environment to drive impactful value across our customers' businesses.

You'll collaborate closely with Customer Success, Education, Product, Engineering, and Sales to create great experiences and help customers get the most out of the platform. By leveraging an automation-first mindset, you'll scale our support operations and use our own AI tools to solve problems faster and more efficiently.

This role is available for hybrid work in our New York City and London hubs. and you will report directly to the manager of support engineering.

🦸🏻♀️ What you'll do

Own the triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom

Guide technical end users directly by debugging and refining custom-built Python and no-code agents

Serve as Tier 2 advanced support to monitor and tackle complex production issues through our monitoring alerts

Drive technical investigations across our stack and escalate deeper technical issues to product and engineering teams

Shape our product roadmap by gathering and sharing platform feedback and feature requests with product and design teams

Build and maintain automated diagnostic tools and scripts to scale our support operations and reduce resolution times

⭐️ What you need

Bring 5+ years of experience providing technical support for an enterprise B2B SaaS organization

Demonstrate deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog

Possess strong skills in RESTful API debugging, integration, and usage to troubleshoot complex customer environments

Enjoy working on-screen with customers to overcome product issues and Connect with them empathetically

Communicate complex technical concepts clearly through excellent writing and communication skills

Challenge the status quo by bringing experience with GenAI and LLMs (a huge bonus) and Own the resolution of every technical issue from start to finish

🍩 Benefits & perks (UK full-time employees):

Generous PTO, plus company holidays

Comprehensive medical and dental insurance

Paid parental leave for all parents (16 weeks)

Fertility and family planning support

Early-detection cancer testing through Galleri

Competitive pension scheme and company contribution

Annual work-life stipends for:

Wellness stipend for gym, massage/chiropractor, personal training, etc.

Learning and development stipend

Company-wide off-sites and team off-sites

Competitive compensation and company stock options

🍩 Benefits & perks (US Full-time employees)

Medical, dental, and vision coverage for you and your family

Flexible spending account and dependent FSA options

Health savings account for eligible plans with company contribution

Competitive compensation, company stock options and 401k

WRITER is an equal-opportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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