Support engineer
Remote • New York City, NY • FullTime
Posted 12h ago
About the job
WRITER is a leading enterprise AI platform that empowers companies to build and deploy AI agents grounded in their data. We are seeking a Senior Support Engineer to help our developer personas and technical users succeed with our platform. In this role, you will be a key voice in our enterprise support function, tackling complex customer issues and driving impactful value. You will collaborate with various teams, including Customer Success, Product, and Engineering, to ensure excellent customer experiences. An automation-first mindset is crucial, as you will leverage our AI tools to scale support operations and solve problems efficiently.
Responsibilities
- Triage and resolve 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.
- Provide Tier 2 advanced support, monitoring and addressing complex production issues through alerts.
- Conduct technical investigations across the stack and escalate 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 resolve product issues empathetically.
- Excellent written and verbal communication skills for explaining complex technical concepts.
- Experience with GenAI and LLMs is a significant advantage.
- Ownership of technical issue resolution from start to finish.
Benefits
- Generous PTO and company holidays
- Medical, dental, and vision coverage
- 16 weeks paid parental leave
- Fertility and family planning support
- Early-detection cancer testing
- Flexible spending account 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