Support engineer
New York City, NY • FullTime
Posted 16h ago
About the job
WRITER is seeking a Senior Support Engineer to help their enterprise customers succeed with their AI platform. In this role, you will be a key voice in the support engineering function, tackling complex customer issues and driving value across their businesses. You will collaborate with various internal teams, including Customer Success, Product, and Engineering, to ensure excellent customer experiences. An automation-first mindset is crucial, as you will leverage WRITER's AI tools to scale support operations and solve problems efficiently.
Responsibilities
- Own the triage and resolution of complex customer production issues via Salesforce, email, Slack, and Zoom.
- Guide technical end users by debugging and refining custom-built Python and no-code agents.
- Serve as Tier 2 advanced support, monitoring and addressing complex production issues through alerts.
- Drive technical investigations across the stack and escalate deeper issues to product and engineering teams.
- Shape the product roadmap by gathering and sharing platform feedback and feature requests.
- Build and maintain automated diagnostic tools and scripts to scale support operations and reduce resolution times.
Requirements
- 5+ years of experience providing technical support for an enterprise B2B SaaS organization.
- Deep technical proficiency in cloud technologies (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog.
- Strong skills in RESTful API debugging, integration, and usage.
- Ability to work with customers on-screen to resolve product issues empathetically.
- Excellent written and verbal communication skills for explaining complex technical concepts.
- Experience with GenAI and LLMs is a significant bonus.
- Own the resolution of every technical issue from start to finish.
Benefits
- Generous PTO, plus company holidays
- Medical, dental, and vision coverage
- 16 weeks paid parental leave
- Fertility and family planning support
- Early-detection cancer testing
- Flexible spending account and dependent FSA options
- Health savings account with company contribution
- Annual work-life stipends (Wellness, Learning and development)
- Company-wide and team off-sites
- Competitive compensation
- Company stock options
- 401k