Support engineer

Requirements

• 🚀 About WRITER WRITER is where the world's leading enterprises orchestrate AI-powered work.
• And we're proving it's possible – through powerful, trustworthy AI that unites IT and business teams together to unlock enterprise-wide transformation.
• With WRITER's end-to-end platform, hundreds of companies like Mars, Marriott, Uber, and Vanguard are building and deploying AI agents that are grounded in their company's data and fueled by WRITER's enterprise-grade LLMs.
• Valued at $1.9B and backed by industry-leading investors including Premji Invest, Radical Ventures, and ICONIQ Growth, WRITER is rapidly cementing its position as the leader in enterprise generative AI.
• Founded in 2020 with office hubs in San Francisco, New York City, Seattle, Austin, Chicago, and London, our team thinks big and moves fast, and we're looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work with AI. 📐
• About the role At WRITER, our enterprise customers are building mission-critical AI applications that transform how their businesses operate.
• By leveraging an automation-first mindset, you'll scale our support operations and use our own AI tools to solve problems faster and more efficiently.
• 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
• experience providing technical support for an enterprise B2B SaaS organization - Demonstrate deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog - Possess 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
• experience with GenAI and LLMs (a huge bonus) and Own the resolution of every technical issue from start to finish 🍩

Benefits