Writer
Support engineer (UK)
Part remote, part office, you need to live within commuting distance of a named location.
Hybrid Β· London, UK
Employer listed it yesterday Β· Added yesterday
First listed yesterday.
Salary
Not stated
Location
Hybrid Β· London, UK
Timezone
GMT
Contract
Full-time
Experience
Mid
Category
Customer Support
This employer didn't state pay. Jobs like this usually pay around $90kβ$145k a year, a typical range taken from 290 mid-level customer support roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Hybrid
This role is only partly remote, the employer expects time in the office around London, UK, Hybrid, so you need to live within commuting distance.
What the employer says
- Source listing states candidate location: "London, UK, Hybrid"
- Listing mentions "Hybrid"
What Nomaders makes of it
- Not suitable if you plan to move between countries
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
π 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 β through powerful, trustworthy AI that unites IT and business teams together to unlock enterprise-wide transformation. With WRITER's end-to-end platform, hundreds of companies like Mars, Marriott, Uber, and Vanguard are building and deploying AI agents that are grounded in their company's data and fueled by WRITER's enterprise-grade LLMs. Valued at $1.9B and backed by industry-leading investors including Premji Invest, Radical Ventures, and ICONIQ Growth, WRITER is rapidly cementing its position as the leader in enterprise generative AI.
Founded in 2020 with office hubs in San Francisco, New York City, Seattle, Austin, Chicago, and London, our team thinks big and moves fast, and we're looking for smart, hardworking builders and scalers to join us on our journey to create a better future of work with AI.
π About the role
At WRITER, our enterprise customers are building mission-critical AI applications that transform how their businesses operate. As a senior support engineer, your top priority is helping our developer personas and technical users succeed with our platform. You'll act as a leading voice for our enterprise support function, handling intricate customer issues directly while working in a complex and ambiguous environment to drive impactful value across our customers' businesses.
You'll collaborate closely with Customer Success, Education, Product, Engineering, and Sales to create great experiences and help customers get the most out of the platform. By leveraging an automation-first mindset, you'll scale our support operations and use our own AI tools to solve problems faster and more efficiently.
This role is available for hybrid work in our New York City and London hubs. and you will report directly to the manager of support engineering.
π¦Έπ»ββοΈ What you'll do
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
βοΈ What you need
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
π© Benefits & perks (UK full-time employees):
Generous PTO, plus company holidays
Comprehensive medical and dental insurance
Requirements
The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.
Benefits
- Β·Generous PTO, plus company holidays
- Β·Comprehensive medical and dental insurance
- Β·Paid parental leave for all parents (16 weeks)
- Β·Fertility and family planning support
- Β·Early-detection cancer testing through Galleri
How to apply
- 1Check the flexibility label above, hybrid, matches where you plan to live and work.
- 2Tailor your CV to the role at Writer, mentioning your remote working experience and working hours (GMT).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 1d ago. Last checked 23 Sept. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open customer support roles with comparable remote rules.
Free to apply, no account needed.
Typically $90k to $145k per year Β· You'll be taken to the employer's careers page.