Support engineer

Join WRITER, a leading AI platform for enterprise customers. As a Senior Support Engineer, you will be responsible for helping our developer personas and technical users succeed with our platform. You will handle intricate customer issues directly, collaborate closely with various teams, and drive impactful value across our customers' businesses. This role is available for hybrid work in our New York City and London hubs.

Responsibilities

• Assurer la triage et la résolution des problèmes complexes de production des clients via Salesforce, email, Slack et Zoom.
• Guider les utilisateurs finaux techniques en déboguant et en affinant les agents personnalisés construits en Python et sans code.
• Servir de support avancé de niveau 2 pour surveiller et s'attaquer aux problèmes de production complexes grâce à nos alertes de surveillance.
• Possess strong skills in RESTful API debugging, integration, and usage to troubleshoot complex customer environments

Requirements

• 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
• 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
• Bring 5+ years of experience providing technical support for an enterprise B2B SaaS organization