About this role
Enterprise customers deploying mission-critical artificial intelligence applications need dedicated engineering guidance to prevent production roadblocks. Writer requires a senior support engineer in London to help technical users and developer personas succeed with the platform by managing intricate issues directly. Operating in a hybrid capacity, the person in this role acts as a leading voice for the enterprise support function while working closely with customer success, education, product, engineering, and sales teams. Candidates who thrive here possess an automation-first mindset, deep technical proficiency, and a collaborative approach to solving complex problems.
What you will do
- Manage the triage and resolution of intricate production issues through Salesforce, email, Slack, and Zoom.
- Guide technical end users by debugging and refining custom-built Python and no-code agents.
- Monitor and tackle advanced production issues as Tier 2 support by utilizing system monitoring alerts.
- Drive technical investigations across the technology stack and escalate deep issues to engineering teams.
- Gather platform feedback and feature requests to help shape the product roadmap with product and design teams.
- Build automated diagnostic tools and scripts to scale support operations and improve resolution times.
What you need
- Bring five or more years of experience delivering technical support within an enterprise B2B SaaS organization.
- Demonstrate technical proficiency in navigating cloud technology such as AWS and GCP, alongside Python, SDKs, SSO and SCIM, Jira, Grafana, and Datadog.
- Possess strong skills in RESTful API debugging, integration, and usage for troubleshooting complex environments.
- Communicate complex technical concepts clearly through strong written and verbal abilities.
- Take ownership of resolving technical issues from start to finish while working empathetically with customers.
Nice to have
- Experience with generative AI and large language models
Benefits
- Generous PTO, plus company holidays
- Comprehensive medical and dental insurance
- Paid parental leave for all parents (16 weeks)
- Fertility and family planning support
- Competitive pension scheme and company contribution
- Annual work-life stipends for wellness and learning
Skills and tech stack
Questions candidates ask
What is the work setup for this role?
This role is available for hybrid work in the London hub. The team thinks big and moves fast across multiple office locations.
Who will this position report to?
The senior support engineer reports directly to the manager of support engineering. This person collaborates closely with customer success, education, product, engineering, and sales.
What tools and technologies are used in this position?
The tech stack includes AWS, GCP, Python, SDKs, SSO and SCIM, Jira, Grafana, and Datadog. Daily operations also involve Salesforce, email, Slack, and Zoom.