Support engineer (UK)

Writer
London
Workplace: HybridFull timeFunction: Product ManagementSkills: ["Communication","Empathetic support","Technical troubleshooting","Problem-solving","Writing"]

Provide Tier 2 technical support for enterprise customers building mission-critical AI applications. Triage and resolve complex production issues using Salesforce, email, Slack, and Zoom; guide users by debugging Python and no-code agents; investigate across the platform stack and escalate to product and engineering. Help shape the roadmap by collecting feature requests and diagnostics, and build automated diagnostic tools to improve resolution time. Hybrid role in the London hub.

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FursaFursa
Writer
Writer
16 hours ago

Support engineer (UK)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Provide Tier 2 technical support for enterprise customers building mission-critical AI applications. Triage and resolve complex production issues using Salesforce, email, Slack, and Zoom; guide users by debugging Python and no-code agents; investigate across the platform stack and escalate to product and engineering. Help shape the roadmap by collecting feature requests and diagnostics, and build automated diagnostic tools to improve resolution time. Hybrid role in the London hub.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Own triage and resolution of complex customer production issues using Salesforce, email, Slack, and Zoom.
  • •Debug and refine custom-built Python and no-code agents while guiding technical end users.
  • •Monitor and tackle complex production issues as Tier 2 advanced support through monitoring alerts.
  • •Conduct technical investigations across the stack and escalate deeper issues to product and engineering teams.
  • •Build and maintain automated diagnostic tools and share platform feedback and feature requests for the roadmap.

Pay and Benefits

Perks:Paid LeaveHealth InsuranceDentalPaid ParentalLearning BudgetEquityPension

Key Requirements

  • •5+ years providing technical support for an enterprise B2B SaaS organization.
  • •Deep technical proficiency with cloud technologies (AWS/GCP) and Python, including SDKs and troubleshooting integrations.
  • •Experience with RESTful API debugging, integration, and usage to troubleshoot complex customer environments.
  • •Familiarity with SSO/SCIM, Jira, Grafana, and Datadog for monitoring and issue investigation.
  • •Ability to work on-screen with customers, communicate clearly, and own issue resolution end to end.
Experience:Enterprise B2B SaaSCloudGenAILLMs
Skills:CommunicationEmpathetic supportTechnical troubleshootingProblem-solvingWriting
Tech Stack:SalesforceSlackZoomPythonAWSGCPSDKsSSOSCIMJiraGrafanaDatadogRESTful APIsEmailMonitoring alertsNo-code agentsAutomation

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
WebsiteLinkedIn