At a Glance
- Tasks: Help enterprise customers succeed with AI applications and resolve complex technical issues.
- Company: Join WRITER, a leading enterprise generative AI company valued at $1.9B.
- Benefits: Generous PTO, medical insurance, wellness stipends, and competitive compensation.
- Other info: Hybrid work available in London and New York City with excellent career growth.
- Why this job: Be part of a fast-paced team transforming the future of work with AI.
- Qualifications: 5+ years in technical support, strong skills in cloud tech and Python.
The predicted salary is between 63000 - 77000 £ per year.
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.
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.
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.
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 elevate 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
- What you need
- Bring 5+ years of experience providing technical support for an enterprise B2B Saa S 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 Gen AI and LLMs (a huge bonus) and Own the resolution of every technical issue from start to finish
Benefits & perks (UK full-time employees)
- Generous PTO, plus company holidays
- Comprehensive medical and dental insurance
- Paid parental leave for all parents (16 weeks)
- Fertility and family planning support
- Early-detection cancer testing through Galleri
- Competitive pension scheme and company contribution
• Annual work-life stipends for
- 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
Benefits & perks (US Full-time employees)
- Generous PTO, plus company holidays
- Medical, dental, and vision coverage for you and your family
- Paid parental leave for all parents (16 weeks)
- Fertility and family planning support
- Early-detection cancer testing through Galleri
- Flexible spending account and dependent FSA options
- Health savings account for eligible plans with company contribution
• Annual work-life stipends for
- Wellness stipend for gym, massage/chiropractor, personal training, etc.
- Learning and development stipend
- Company-wide off-sites and team off-sites
- Competitive compensation, company stock options and 401k
WRITER is an equal-opportunity employer and is committed to diversity.
We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, 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.
Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
By submitting your application on the application page, you acknowledge and agree to WRITER's Global Candidate Privacy Notice.
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Support engineer (UK) employer: writer.com
At writter.com, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture in our London hub. As a VP of Customer Success, you will not only have the opportunity to lead a high-performing team but also benefit from extensive professional growth opportunities and the chance to collaborate with industry leaders. Our commitment to employee development and innovation ensures that you will thrive in a rewarding environment focused on driving impactful results.
StudySmarter Expert Advice🤫
We think this is how you could land Support engineer (UK)
✨Join Local Tech Meetups
Get out there and mingle with fellow developers by joining local tech meetups. It’s a fantastic way to meet people who might be working at writer.com or know someone who does. Plus, you can pick up some trendy tech skills and trends while you're at it!
✨Contribute to Open Source Projects
Show off your coding chops by jumping into open-source projects. Not only does this give you practical experience, but it also gets you noticed in the dev community. You'll create a killer portfolio that speaks volumes about your skills to writer.com.
✨Tap into Online Developer Communities
Don’t underestimate the power of online developer communities like GitHub, Stack Overflow, and even Reddit. Participate in discussions, share your projects, and build your visibility. We can often find opportunities through these channels that can lead to a full-time gig at companies like writer.com.
✨Explore Job Boards Specifically for Tech Roles
Keep your eyes peeled on job boards that focus on tech roles. Sites like TechCareers or Stack Overflow Jobs can often have listings for companies like writer.com that might not show up on broader job sites. Make it a habit to check these regularly, and don’t hesitate to apply directly through our website!
We think you need these skills to ace Support engineer (UK)
Some tips for your application 🫡
Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at writer.com.
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at writer.com and how your skills align with the role. Show us your passion for software development. We dig enthusiastic candidates who understand the value of collaboration and continuous learning!
Be clear and concise:When it comes to writing your CV and cover letter, clarity is key. Avoid jargon that could confuse us and stick to simple, direct language. Highlight your achievements with quantifiable results where possible, and keep everything easy to read. A well-organised application goes a long way!
How to prepare for a job interview at writer.com
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If writer.com uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
✨Prepare for Behavioural Questions
While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
