Support Engineer

About the Company

WRITER is where the world's leading enterprises orchestrate AI-powered work. Our vision is to expand human capacity through superintelligence by providing a powerful, trustworthy AI platform that unites IT and business teams.

Responsibilities

• 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 monitoring alerts
• Drive technical investigations across the stack and escalate deeper technical issues to product and engineering teams
• Shape the product roadmap by gathering and sharing platform feedback and feature requests
• Build and maintain automated diagnostic tools and scripts to scale support operations

Requirements

• 5+ years of experience providing technical support for an enterprise B2B SaaS organization
• Deep technical proficiency in AWS, GCP, Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog
• Strong skills in RESTful API debugging, integration, and usage
• Excellent written and verbal communication skills for explaining complex technical concepts
• Experience with GenAI and LLMs is a significant bonus

Benefits

• Generous PTO and company holidays
• Medical, dental, and vision coverage
• 16 weeks of paid parental leave
• Fertility and family planning support
• Annual wellness and learning/development stipends
• Company stock options and 401k