Senior Support Engineer (AI)

Location: Hybrid work in the London or New York City office hub

Company

Writer provides an enterprise platform for building and deploying AI agents grounded in company data and powered by enterprise-grade LLMs.

What you will do

• Own the 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 for complex production issues and monitoring alerts.
• Investigate technical issues across the platform and escalate deeper problems to Product and Engineering.
• Share customer feedback and feature requests with Product and Design teams.
• Build and maintain automated diagnostic tools and scripts to scale support operations and reduce resolution times.

Requirements

• 5+ years of technical support experience in an enterprise B2B SaaS organization.
• Strong technical proficiency with cloud technologies such as AWS and GCP, Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog.
• Strong RESTful API debugging, integration, and usage skills.
• Ability to work directly with customers, explain complex technical concepts clearly, and communicate empathetically.
• Ownership of technical issues from initial investigation through resolution.

Nice to have

• Experience with generative AI and LLMs.

Culture & Benefits

• Generous paid time off and company holidays.
• Medical and dental insurance for UK employees; medical, dental, and vision coverage for US employees.
• Paid parental leave, fertility and family planning support, and early-detection cancer testing.
• Wellness and learning and development stipends.
• Competitive pension scheme for UK employees and 401(k) for US employees.
• Company stock options and company-wide and team off-sites.