Writer

Support engineer

New York City, NY · Senior · Full-time

Sponsorship not specifiedDetected 63 days ago

PythonAWSGCPGrafanaDatadogRESTLLMsAgentic AIProduct ManagementProduct StrategyJiraSalesforceCustomer SuccessCustomer SupportCommunication

About the role

🚀 About WRITER WRITER is where the world's leading enterprises orchestrate AI-powered work.
Our vision is to expand human capacity through superintelligence.
And we're proving it's possible - through powerful, trustworthy AI that unites IT and business teams together to unlock enterprise-wide transformation.

Own the triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom
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

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

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
Generous PTO, plus company holidays
Medical, dental, and vision coverage for you and your family

Enjoy working on-screen with customers to overcome product issues and Connect with them empathetically

in, 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

This listing is sourced directly from Writer's careers page and normalized into a canonical job model.