Writer

2 months ago

Support engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Senior support engineer responsible for triaging and resolving complex production issues for enterprise B2B SaaS customers, guiding technical end users, and contributing to product feedback and automation. Works across a hybrid office setup (SF/NYC) with collaboration across Success, Education, Product, Engineering, and Sales to scale support operations using AI tools.

Location: New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Product Management

Seniority: Sr. Manager level

Key Responsibilities

•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.

Pay and Benefits

Salary: USD 132,000 - 167,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceEquity401kParental LeaveWellness StipendLearning StipendPaid Leave

Key Requirements

•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.
•Experience with GenAI and LLMs is a huge bonus and a plus.

Experience:5+ yearsEnterprise SaaSAICloudLLMs

Skills:CommunicationProblem-solvingWritingEmpathy

Languages:English

Tech Stack:PythonAWSGCPJiraGrafanaDatadogRESTSalesforceSlackZoomSDKsSSO/SCIM

Company Brief

Writer

Provides an AI writing platform for enterprises that helps teams create on-brand, high-quality content at scale using customizable style guides, real-time suggestions, and governance controls.

Industry: AI & Machine Learning

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Funding: Series B

Headquarters: New York, United States

Founded: 2019

Website LinkedIn

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Writer

2 months ago

Support engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Product Management

Seniority: Sr. Manager level

Key Responsibilities

•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.

Pay and Benefits

Salary: USD 132,000 - 167,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceEquity401kParental LeaveWellness StipendLearning StipendPaid Leave

Key Requirements

•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.
•Experience with GenAI and LLMs is a huge bonus and a plus.

Experience:5+ yearsEnterprise SaaSAICloudLLMs

Skills:CommunicationProblem-solvingWritingEmpathy

Languages:English

Tech Stack:PythonAWSGCPJiraGrafanaDatadogRESTSalesforceSlackZoomSDKsSSO/SCIM

Company Brief

Writer

Provides an AI writing platform for enterprises that helps teams create on-brand, high-quality content at scale using customizable style guides, real-time suggestions, and governance controls.

Industry: AI & Machine Learning

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Funding: Series B

Headquarters: New York, United States

Founded: 2019

Website LinkedIn