Support Engineer (AI)

Location: Hybrid work in the London, UK hub; the role is also available in the New York City hub.

Company

Writer provides an enterprise AI platform with autonomous agents, enterprise intelligence, governance, and compliance for marketing and revenue teams.

What you will do

• Own triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom.
• Guide technical end users by debugging and refining custom Python and no-code agents.
• Provide Tier 2 advanced support and monitor complex production issues through monitoring alerts.
• Investigate technical issues across the platform stack and escalate deeper issues to Product and Engineering.
• Gather customer feedback and feature requests to inform Product and Design roadmaps.
• 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.
• Deep technical proficiency with cloud technologies including AWS or GCP, Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog.
• Strong RESTful API debugging, integration, and usage skills for troubleshooting complex customer environments.
• Ability to work directly with customers to resolve product issues empathetically.
• Excellent written and verbal communication skills, including the ability to explain complex technical concepts clearly.
• Ability to own technical issue resolution from start to finish.

Nice to have

• Experience with GenAI and LLMs.

Culture & Benefits

• Full-time UK employees receive generous PTO and company holidays.
• Comprehensive medical and dental insurance, paid parental leave of 16 weeks, and fertility and family planning support.
• Competitive pension scheme with company contribution.
• Annual wellness and learning and development stipends.
• Company-wide and team off-sites, competitive compensation, and company stock options.