About This Role

We’re looking for an enterprise support engineer, whose top priority is helping our developer personas and technical users succeed with WRITER. We need someone who’s comfortable working in a complex and ambiguous environment, capable of driving impactful value across our customer’s business. You’ll act as a leading voice for our enterprise support function, both internally to the business, and externally to the customer. You’ll handle intricate customer issues directly, and also work internally to answer internal requests and increase our ability to fix issues quickly and effectively. You'll work with Customer success & education, Product, Engineering, and Sales to create great experiences and help customers get the most out of the platform. You'll report to the manager of support engineering.

Your Responsibilities

• Provide excellent technical support, acting as product subject matter expert
• Triage and resolve customer production issues through Salesforce, email, Slack, and Zoom
• Support technical end users with debugging and refining custom-built python and no-code agents
• Work closely with product and engineering to escalate and resolve deeper technical issues.
• Act as Tier 2 advanced support to monitor and tackle complex production issues through our monitoring alerts
• Gather and share platform feedback and feature requests with product and design teams

Is this you?

• Minimum of 5+ years providing technical support for an enterprise B2B SaaS organization
• Comfortable navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, Datadog
• Strong skills in RESTful API debugging, integration, and usage
• Enjoy working on-screen with customers to overcome product issues
• Excellent writing and communication skills are essential
• Experience working with GenAI/LLMs is a huge bonus

Benefits

• Generous PTO, plus company holidays
• Comprehensive medical and dental insurance
• Paid parental leave for all parents (12 weeks)
• Fertility and family planning support
• Early-detection cancer testing through Galleri
• Competitive pension scheme and company contribution
• Annual work-life stipends for:
  • Home office setup, cell phone, internet
  • 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