Support Engineer

About the Company

WRITER empowers leading global enterprises to harness AI-driven solutions that enhance human capabilities. Focused on delivering dependable AI technology that bridges IT and business teams, WRITER supports hundreds of organizations, including Mars, Marriott, Uber, and Vanguard, in constructing AI agents based on their proprietary data, leveraging WRITER's enterprise-grade language models. Founded in 2020, WRITER operates globally with offices in major US cities and London, backed by prominent investors and valued at $1.9 billion.

Role Overview

As a Senior Support Engineer, you will be integral to our enterprise customer success by managing complex technical issues within our AI platform. Collaborating closely with Customer Success, Product, Engineering, and other teams, you will provide direct support to developer users, streamline support processes using automation and AI tools, and help drive product improvements. This role requires a hybrid presence at either our New York City or London offices and reports to the support engineering manager.

Key Responsibilities

• Lead troubleshooting and resolution for advanced production issues via Salesforce, email, Slack, and Zoom.
• Assist technical users by debugging and optimizing custom Python and no-code AI agents.
• Provide Tier 2 support by monitoring production alerts and addressing critical problems.
• Conduct in-depth technical investigations across our systems and escalate issues to product and engineering teams.
• Collect and relay user feedback to influence product roadmap and feature development.
• Create and maintain automated diagnostic utilities to enhance support efficiency and reduce incident resolution times.

Qualifications and Skills

• Minimum 5 years of experience supporting enterprise-level B2B SaaS platforms.
• Proficient with cloud environments (AWS or GCP), Python programming, SDK usage, SSO/SCIM protocols, as well as monitoring and project management tools like Jira, Grafana, and Datadog.
• Advanced skills in REST API integration and debugging in complex environments.
• Strong interpersonal skills with the ability to empathize and collaborate with customers during problem resolution.
• Excellent communication skills, with the ability to clearly articulate technical information to diverse audiences.
• Experience with Generative AI and Large Language Models is highly advantageous.

Benefits and Perks (for US-based Full-time Employees)

• Generous paid time off in addition to company holidays.
• Comprehensive medical, dental, and vision plans covering employees and their families.
• Paid parental leave available to all parents for up to 16 weeks.
• Support for fertility and family planning needs.
• Access to early cancer detection screenings through Galleri.
• Flexible and dependent spending accounts options.
• Health savings accounts with company contributions.
• Annual wellness stipend for activities such as gym memberships and personal training.
• Stipend for learning and professional development.
• Company-wide and team retreats.
• Competitive salary, stock option grants, and 401(k) plan.

Equal Opportunity Employer Statement

WRITER is dedicated to fostering diversity and does not discriminate based on any legally protected characteristic. The company complies with the San Francisco Fair Chance Ordinance by considering candidates with criminal records for employment.

Compensation

The salary range for this position is $124,800 to $157,800 annually.