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WriterWriterNew York, NY

Support engineer

Senior Support Engineer helping enterprise customers succeed with Writer's AI platform by triaging and resolving complex technical issues, debugging Python and no-code agents, building automation tools, and collaborating cross-functionally to drive product improvements. Requires 5+ years enterprise B2B SaaS support experience and proficiency with cloud technologies, APIs, and monitoring tools.

125k – 158k/yr
Hybrid5+ YOESupport Engineering

About the role

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

  • 5+ years of experience providing technical support for an enterprise B2B SaaS organization
  • Deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog
  • 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)
  • Own the resolution of every technical issue from start to finish

Benefits & perks (US Full-time employees)

  • Generous PTO, plus company holidays
  • 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
  • Flexible spending account and dependent FSA options
  • Health savings account for eligible plans with 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, company stock options and 401k

Skills

AWSGCPPythonSDKsSSOSCIMJiraGrafanaDatadogREST APIsGenerative AILLMs

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