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Great writing for everyone. Its our vision for WRITER and our customers vision for their teams. Were looking for an enterprise support engineer whose top priority is helping our developer personas and technical users succeed with WRITER. We need someone whos comfortable working in a complex and ambiguous environment capable of driving impactful value across our customers business. Youll act as a leading voice for our enterprise support function both internally to the business and externally to the customer. Youll handle intricate customer issues directly and also work internally to answer internal requests and increase our ability to fix issues quickly and effectively. Youll work with Customer Success & Education Product Engineering and Sales to create great experiences and help customers get the most out of the platform. Youll 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
Were looking for a support engineer whos extremely comfortable working in a fast-paced constantly evolving environment. Someone who exudes perseverance and drive operates with an owners 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 dont 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.
By submitting your application on the application page you acknowledge and agree to Writers Global Candidate Privacy Notice.
Required Experience:
Senior IC
Full-Time