Senior support engineer

We’re looking for an enterprise support engineer, whose top priority is helping our developer personas and technical users succeed with WRITER. We need someone who’s comfortable working in a complex and ambiguous environment, capable of driving impactful value across our customer’s business. You’ll act as a leading voice for our enterprise support function, both internally to the business, and externally to the customer. You’ll handle intricate customer issues directly, and also work internally to answer internal requests and increase our ability to fix issues quickly and effectively. You'll work with Customer Success & Education, Product, Engineering, and Sales to create great experiences and help customers get the most out of the platform. You'll report to the manager of support engineering.

🦸 Your responsibilities

• Provide excellent technical support, acting as product subject matter expert

• Triage and resolve customer production issues through Salesforce, email, Slack, and Zoom

• Support technical end users with debugging and refining custom-built python and no-code agents

• Work closely with product and engineering to escalate and resolve deeper technical issues.

Act as Tier 2 advanced support to monitor and tackle complex production issues through our monitoring alerts

• Gather and share platform feedback and feature requests with product‌ and design teams

⭐ Is this you?

We’re looking for a support engineer who's extremely comfortable working in a fast-paced, constantly evolving environment. Someone who exudes perseverance and drive, operates with an owner’s mindset, and prioritizes both attention to detail and creative problem solving. A sense of urgency and a willingness to get the job done are essential traits at WRITER.

• Minimum of 5+ years providing technical support for an enterprise B2B SaaS organization

• Comfortable navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, Datadog

• Strong skills in RESTful API debugging, integration, and usage

• Enjoy working on-screen with customers to overcome product issues

• Excellent writing and communication skills are essential ✍️

• Experience working with GenAI/LLMs is a huge bonus

🍩 Benefits & perks (US Full-time employees)

• Generous PTO, plus company holidays

• Medical, dental, and vision coverage for you and your family

• Paid parental leave for all parents (12 weeks)

• Fertility and family planning support

• Early-detection cancer testing through Galleri

• Flexible spending account and dependent FSA options

• Health savings account for eligible plans with company contribution

• Annual work-life stipends for:

  • Home office setup, cell phone, internet

  • Wellness stipend for gym, massage/chiropractor, personal training, etc.

  • Learning and development stipend

• Company-wide off-sites and team off-sites

• Competitive compensation, company stock options and 401k

WRITER is an equal-opportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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Compensation Range: $118.8K - $150.3K