Support engineer

Writer Inc.

Job Overview

Location

New York City, NY

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end triage and resolution of complex, high-priority customer production issues via Salesforce, email, Slack, and Zoom, ensuring minimal disruption to enterprise clients using WRITER’s AI-powered platform.
• Serve as Tier 2 advanced support for enterprise customers, responding to monitoring alerts from Grafana and Datadog to diagnose and resolve system-wide technical incidents in real time.
• Debug and refine custom-built Python and no-code AI agents for technical end users, providing hands-on guidance to ensure seamless integration and functionality within their workflows.
• Conduct deep technical investigations across WRITER’s stack, identifying root causes of failures and escalating intricate issues to Product and Engineering teams with clear documentation and reproducible cases.
• Design, build, and maintain automated diagnostic tools and scripts to scale support operations, reduce mean time to resolution, and proactively prevent recurring issues using WRITER’s own AI capabilities.
• Collaborate cross-functionally with Customer Success, Education, Product, Engineering, and Sales teams to align on customer needs, improve onboarding, and enhance platform usability.
• Act as a primary liaison between enterprise customers and internal product teams, gathering, synthesizing, and prioritizing platform feedback, feature requests, and pain points to influence the product roadmap.
• Troubleshoot complex integration scenarios involving RESTful APIs, SSO/SCIM authentication, and cloud infrastructure (AWS/GCP) to resolve connectivity, permission, and data flow issues in live customer environments.
• Engage directly with customers via screen-sharing and live sessions to demonstrate solutions, validate fixes, and provide empathetic, clear technical guidance that builds trust and confidence in the platform.
• Communicate highly technical concepts with precision and clarity through written documentation, internal reports, and customer-facing communications, ensuring consistent understanding across technical and non-technical stakeholders.
• Leverage automation-first principles to elevate support efficiency, reducing manual workload through scripting, workflow automation, and intelligent escalation paths powered by enterprise-grade LLMs.
• Continuously improve support knowledge bases, internal playbooks, and troubleshooting guidelines based on recurring customer issues and emerging platform behaviors.
• Champion customer-centricity by owning every technical issue from initial report to final resolution, ensuring no ticket is left unresolved or unacknowledged.
• Stay updated on advancements in generative AI and LLM technologies to better anticipate customer use cases, diagnose novel issues, and provide expert-level support in a rapidly evolving AI landscape.

🎯 Requirements

• 5+ years of experience providing technical support for an enterprise B2B SaaS organization
• Deep technical proficiency in AWS/GCP, Python, RESTful APIs, SDKs, SSO/SCIM, Jira, Grafana, and Datadog
• Strong ability to debug and resolve complex integration issues in live customer environments
• Proven experience working directly with technical users via screen-sharing and real-time collaboration tools
• Excellent written and verbal communication skills for explaining complex technical issues to diverse audiences
• Experience with generative AI and LLMs (highly preferred)

🏖️ Benefits

• Generous PTO, plus company holidays
• Medical, dental, and vision coverage for you and your family
• Paid parental leave for all parents (16 weeks)
• Fertility and family planning support
• Early-detection cancer testing through Galleri
• Annual wellness and learning & development stipends

Skills & Technologies

Python

AWS

GCP

REST

Grafana

Hybrid

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Writer Inc.

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About Writer Inc.

Writer Inc. provides an enterprise-grade generative AI platform for creating, editing and governing business content. The system embeds into workflows to generate marketing copy, documentation, emails and other text while enforcing brand, style and compliance rules. It includes a language model, style guides, snippets, terminology management and analytics, all designed to maintain consistency across teams. Clients use Writer to accelerate content production, reduce revisions and ensure regulatory adherence without sacrificing human oversight.

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