# Support engineer

**Company:** [Writer](https://hotfix.jobs/companies/writer)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $125k – $158k/yr
**Experience:** 5+ years
**Skills:** AWS, GCP, Python, SDKs, SSO, SCIM, Jira, Grafana, Datadog, REST APIs, Generative AI, LLMs
**Posted:** 2026-07-30

> 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.

## Job Description

## 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

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**Canonical:** https://hotfix.jobs/jobs/80e8a2a0-118b-4b03-9b1a-a59c08a2d9e2