# Support engineer

**Company:** [Writer](https://hotfix.jobs/companies/writer)
**Location:** New York, NY, San Francisco, CA, Chicago, IL, Austin, TX, Seattle, WA
**Role:** Support Engineering
**Salary:** $112k – $167k/yr
**Experience:** 5+ years
**Skills:** Python, AWS, GCP, REST APIs, Jira, Grafana, Datadog, SSO, SCIM, SDKs
**Posted:** 2026-05-20

> Senior support engineer providing Tier 2 technical support for enterprise AI platform customers. Requires 5+ years SaaS support experience and strong skills in Python, cloud platforms, and API debugging.

## 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
- 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, learning and development
- Company-wide off-sites and team off-sites
- Competitive compensation, company stock options and 401k

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**Apply:** https://hotfix.jobs/jobs/95841bbe-f2a9-4def-8d31-f26a62dc1f86
**Canonical:** https://hotfix.jobs/jobs/95841bbe-f2a9-4def-8d31-f26a62dc1f86