Support engineer
Remote • New York City, NY • FullTime
Posted 2mo ago
About the job
WRITER is a leading enterprise AI platform that empowers companies to build and deploy AI agents grounded in their data. As a Senior Support Engineer, you will be the primary point of contact for technical users and developer personas, ensuring their success with our platform. You will handle complex customer issues, collaborate with cross-functional teams, and leverage an automation-first mindset to scale support operations. This role is crucial in driving impactful value for our customers and shaping the future of enterprise generative AI.
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 tackling complex production issues through alerts.
- Drive technical investigations across the stack and escalate deeper issues to product and engineering teams.
- Gather and share platform feedback and feature requests with product and design teams to shape the product roadmap.
- 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 overcome product issues and connect empathetically.
- Excellent writing and communication skills to convey complex technical concepts clearly.
- Experience with GenAI and LLMs is a significant bonus.
- Ownership of technical issue resolution from start to finish.
Benefits
- Generous PTO, plus company holidays
- Medical, dental, and vision coverage for you and your family
- 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