Support engineer (UK)
Support engineer (UK)
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
About this role
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
Minimum of 5 years providing technical support for an enterprise B2B SaaS organization
Comfortable navigatingcloud 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 (UK full-time employees):
Generous PTO plus company holidays
Comprehensive medical and dental insurance
Paid parental leave for all parents (12 weeks)
Fertility and family planning support
Early-detection cancer testing through Galleri
Competitive pension scheme and 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 and company stock options
Employment Type
Full-Time
