Support Engineer
WRITERVisit WRITER website
WRITER is an enterprise AI platform for agentic work, aimed at marketing and revenue teams.
San Francisco, United States
Funding history
About WRITER
WRITER provides AI agents, proprietary Palmyra models, enterprise context and governance tooling to create and execute enterprise workflows.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will diagnose and resolve complex production issues for technical users. You will debug Python and no-code agents, provide advanced support through monitoring alerts, investigate issues across the stack, escalate defects, share product feedback, and build automated diagnostics that reduce resolution times.
Requirements
- 5+ years of technical support experience in an enterprise B2B SaaS organization
- Technical proficiency with AWS or GCP, Python, SDKs, SSO, SCIM, Jira, Grafana, and Datadog
- Strong RESTful API debugging, integration, and usage skills
- Ability to work directly with customers to resolve product issues
- Excellent technical writing and communication skills
- GenAI and LLM experience is a bonus
Responsibilities
- Own the triage and resolution of complex customer production issues
- Guide technical users by debugging and refining Python and no-code agents
- Provide Tier 2 support for complex production issues through monitoring alerts
- Investigate technical issues across the stack and escalate them to product and engineering
- Gather and share platform feedback and feature requests
- Build and maintain automated diagnostic tools and scripts
Benefits
- Generous PTO and company holidays
- Comprehensive medical and dental insurance
- 16 weeks of paid parental leave
- Fertility and family-planning support
- Early-detection cancer testing
- Pension scheme with company contribution
- Wellness stipend
- Learning and development stipend
- Company and team off-sites
- Company stock options