Support engineer

About the role

WRITER is building the operational backbone for enterprise AI, and the support engineer role is central to ensuring that mission-critical deployments run smoothly for customers like Mars, Marriott, Uber, and Vanguard. In this capacity, you will own the full lifecycle of complex customer production issues, acting as the primary escalation point and technical advocate for developer and technical user personas. You will operate within a fast-paced, ambiguous environment where your ability to connect disparate systems and data flows directly determines customer success and platform reliability. The role demands an automation-first mindset, where you leverage the platform's own AI tools and scripting capabilities to scale support operations and resolve issues with speed and precision. You will work in close collaboration with Customer Success, Education, Product, Engineering, and Sales teams to synthesize feedback and turn real-world usage into actionable product improvements. This position is available for hybrid work in our New York City and London hubs, and you will report directly to the manager of support engineering. By driving technical investigations across our stack and building reusable diagnostic patterns, you will shape the future of enterprise support and help define how AI is operationalized at scale.

Key facts

What you'll do

• Own the triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom, ensuring timely and data-driven outcomes.
• Guide technical end users directly by debugging and refining custom-built Python and no-code agents to optimize workflows and meet business objectives.
• Serve as Tier 2 advanced support to monitor and tackle complex production issues through our monitoring alerts and predefined playbooks.
• Drive technical investigations across our stack, correlating logs, metrics, and traces to escalate deeper technical issues to product and engineering teams.
• Shape our product roadmap by gathering, analyzing, and sharing platform feedback and feature requests with product and design teams to influence priority decisions.
• Build and maintain automated diagnostic tools and scripts to scale our support operations, reduce resolution times, and improve observability.
• Act as the central point of contact for enterprise customers, coordinating cross-functional responses and maintaining clear, structured documentation of all interactions.
• Implement and refine standard operating procedures for support workflows, using empirical data to continuously improve efficiency and customer satisfaction.
• Translate highly technical issues into clear, structured narratives for both technical and non-technical stakeholders, ensuring alignment across teams.
• Proactively identify patterns in customer incidents and drive root cause analysis to prevent recurrence and improve platform resilience.
• Collaborate with engineering during major incidents, providing detailed reproduction steps, environment context, and user impact assessments.
• Maintain a deep, evolving understanding of the platform's architecture so that you can rapidly isolate issues and propose targeted fixes.
• Support the development of internal tools and dashboards that give Customer Success and Sales teams real-time visibility into customer health.
• Represent WRITER in external forums and customer reviews, ensuring that support insights directly inform product strategy and messaging.

Requirements

• Bring 5+ years of experience providing technical support for an enterprise B2B SaaS organization, with a proven track record of handling complex escalations.
• Demonstrate deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog in production environments.
• Possess strong skills in RESTful API debugging, integration, and usage to troubleshoot complex customer environments and identify bottlenecks.
• Enjoy working on-screen with customers to overcome product issues and connect with them empathetically, even when navigating high-stakes scenarios.
• Communicate complex technical concepts clearly through excellent writing and communication skills, tailoring messages to diverse audiences.
• Challenge the status quo by bringing experience with GenAI and LLMs, and own the resolution of every technical issue from start to finish with accountability.
• Thrive in a hybrid work model, balancing independent deep work with collaborative problem-solving across time zones and cultural contexts.
• Maintain strict confidentiality and adhere to enterprise security policies, ensuring that all customer data is handled with the highest level of integrity.

Practical notes

This role is available for hybrid work in our New York City and London hubs. There are no additional hours, travel requirements, visa sponsorships, or application deadlines specified in the source material.