Support engineer (UK)

London, UK, Remote. Posted 11 days ago

The role

A senior support engineer will help developer personas and technical users succeed with the AI platform. You will handle complex customer issues and collaborate with Customer Success, Product, Engineering, and Sales teams.

What you will do

Own the triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom
Guide technical end users directly by debugging and refining custom-built Python and no-code agents
Serve as Tier 2 advanced support to monitor and tackle complex production issues through monitoring alerts
Drive technical investigations across the stack and escalate deeper technical issues to product and engineering teams
Shape the product roadmap by gathering and sharing platform feedback and feature requests
Build and maintain automated diagnostic tools and scripts to scale support operations

Required qualifications

5+ years of experience providing technical support for an enterprise B2B SaaS organization
Deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog
Strong skills in RESTful API debugging, integration, and usage
Excellent writing and communication skills to communicate complex technical concepts clearly
Own the resolution of every technical issue from start to finish

Nice to have

experience with GenAI and LLMs

Benefits

Generous PTO
plus company holidays
Comprehensive medical and dental insurance
Paid parental leave for all parents (16 weeks)
Fertility and family planning support
Competitive pension scheme and company contribution
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

About the company

WRITER is the AI platform built for the world’s most ambitious marketing and revenue teams. Founded in 2020, it is backed by investors including Insight Partners, Salesforce Ventures, and Adobe Ventures.