Support engineer

Writer
New York, London
Workplace: HybridFull timeUSD 124,800 - 157,800 annuallyFunction: Product ManagementExperience: 5+ yearsSkills: ["Communication","Customer empathy","Technical troubleshooting","Automation-first mindset","On-screen collaboration"]

Help enterprise customers succeed on a generative AI platform by leading triage and resolution of complex production issues. Work directly with technical end users to debug and refine Python-based and no-code AI agents, acting as Tier 2 support using monitoring alerts. Drive investigations across the stack, escalate deeper issues to product/engineering, and share platform feedback to improve the roadmap—while scaling support with automation and internal AI tools.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Writer
Writer
1 month ago

Support engineer

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Help enterprise customers succeed on a generative AI platform by leading triage and resolution of complex production issues. Work directly with technical end users to debug and refine Python-based and no-code AI agents, acting as Tier 2 support using monitoring alerts. Drive investigations across the stack, escalate deeper issues to product/engineering, and share platform feedback to improve the roadmap—while scaling support with automation and internal AI tools.
Location: New York, 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.
  • •Guide technical end users by debugging and refining custom-built Python and no-code agents.
  • •Serve as Tier 2 advanced support by monitoring and tackling complex production issues via monitoring alerts.
  • •Conduct technical investigations across the stack and escalate deeper issues to product and engineering teams.
  • •Build and maintain automated diagnostic tools and scripts to scale support operations and reduce resolution times.

Pay and Benefits

Salary: USD 124,800 - 157,800 annually
Perks:Paid LeaveHealth InsuranceDentalVisionParental LeaveEquity401kLearning Budget

Key Requirements

  • •5+ years providing technical support for an enterprise B2B SaaS organization.
  • •Deep technical proficiency with cloud technologies (AWS/GCP), Python, SDKs, and SSO/SCIM.
  • •Experience troubleshooting complex customer environments using RESTful APIs, integration, and usage.
  • •Proficiency with tools including Jira, Grafana, and Datadog.
  • •Strong communication skills for writing and clearly explaining complex technical concepts to users.
Experience:5+ yearsB2B SaaSEnterprise support
Skills:CommunicationCustomer empathyTechnical troubleshootingAutomation-first mindsetOn-screen collaboration
Tech Stack:SalesforcePythonAWSGCPSDKsSSOSCIMJiraGrafanaDatadogRESTful APISlackZoomGenAILLMsNo-code

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