Support engineer (UK)
London, UK • FullTime
Posted 16h ago
About the job
WRITER is seeking a Senior Support Engineer to help enterprise customers succeed with their AI platform. This role involves acting as a leading voice for the support function, handling complex customer issues, and collaborating with various internal teams. The ideal candidate will leverage an automation-first mindset and utilize WRITER's AI tools to solve problems efficiently and scale support operations.
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 by monitoring and addressing complex production issues through alerts.
- Conduct 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 on-screen with customers 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.
- Ownership of technical issue resolution from start to finish.
Benefits
- Generous PTO, plus company holidays
- Comprehensive medical and dental insurance (US: Medical, dental, and vision coverage for you and your family)
- 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 (UK)
- Annual work-life stipends for wellness and learning and development
- Company-wide off-sites and team off-sites
- Competitive compensation
- Company stock options
- 401k (US)
- Flexible spending account and dependent FSA options (US)
- Health savings account for eligible plans with company contribution (US)