WRITER - Support engineer (UK)
Requirements
• Bring 5+ years of experience providing technical support for an enterprise B2B SaaS organization • Demonstrate deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog • Possess strong skills in RESTful API debugging, integration, and usage to troubleshoot complex customer environments • Enjoy working on-screen with customers to overcome product issues and Connect with them empathetically • Communicate complex technical concepts clearly through excellent writing and communication skills • Challenge the status quo by bringing experience with GenAI and LLMs (a huge bonus) and Own the resolution of every technical issue from start to finish
Responsibilities
• 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 our monitoring alerts • Drive technical investigations across our stack and escalate deeper technical issues to product and engineering teams • Shape our product roadmap by gathering and sharing platform feedback and feature requests with product and design teams • Build and maintain automated diagnostic tools and scripts to scale our support operations and reduce resolution times
Benefits
• Generous PTO, plus company holidays • Comprehensive medical and dental insurance • Paid parental leave for all parents (16 weeks) • Fertility and family planning support • Early-detection cancer testing through Galleri https://www.galleri.com/partner/writer • Competitive pension scheme and company contribution • Annual work-life stipends for: • 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 • Medical, dental, and vision coverage for you and your family • Flexible spending account and dependent FSA options • Health savings account for eligible plans with company contribution • Competitive compensation, company stock options and 401k • WRITER is an equal-opportunity employer and is committed to diversity. We don't 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 WRITER's Global Candidate Privacy Notice https://writer.com/legal/candidate-privacy-notice/.
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