Senior Support Engineer (AI)

Location: Hybrid work in New York City or London hubs

Salary: $125,000–$173,000 annual base compensation in New York City, plus equity

Company

Writer provides an end-to-end enterprise generative AI platform for building and deploying AI agents grounded in company data.

What you will do

• Own triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom.
• Guide technical users by debugging and refining custom Python and no-code agents.
• Provide Tier 2 support, monitor production systems, and resolve complex issues from monitoring alerts.
• Lead technical investigations and escalate deeper issues to Product and Engineering.
• Collect platform feedback and feature requests to inform the product roadmap.
• Build and maintain automated diagnostic tools and scripts to scale support operations.

Requirements

• 5+ years of technical support experience in an enterprise B2B SaaS organization.
• Strong proficiency with cloud technologies such as AWS or GCP, Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog.
• Strong RESTful API debugging, integration, and troubleshooting skills.
• Ability to explain complex technical concepts clearly and work directly with customers.
• Experience with GenAI and LLMs is highly valued.
• Ability to own technical issues through resolution and collaborate effectively across teams.

Culture & Benefits

• Generous paid time off and company holidays.
• Medical, dental, and vision coverage for employees and families.
• 16 weeks of paid parental leave for all parents.
• Family planning support, early-detection cancer testing, FSA, and HSA options.
• Wellness and learning and development stipends.
• Company and team off-sites, stock options, and 401(k).