Support engineer

Writer
New York, London
Workplace: HybridFull timeUSD 125,000 - 173,000 annuallyFunction: Product ManagementExperience: 5+ yearsSkills: ["Writing","Communication","Empathy"]

Own triage and resolution of complex enterprise production issues, guiding technical end users through debugging and refinement of AI-powered Python and no-code agents. Serve as Tier 2 support by monitoring alerts, conducting stack-wide investigations, and escalating deeper problems to product and engineering. Scale support operations with automated diagnostic tools and share customer feedback to shape the platform roadmap.

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FursaFursa
Writer
Writer
17 hours ago

Support engineer

✓ 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

Own triage and resolution of complex enterprise production issues, guiding technical end users through debugging and refinement of AI-powered Python and no-code agents. Serve as Tier 2 support by monitoring alerts, conducting stack-wide investigations, and escalating deeper problems to product and engineering. Scale support operations with automated diagnostic tools and share customer feedback to shape the platform roadmap.
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.
  • •Monitor and tackle complex production issues as Tier 2 advanced support using monitoring alerts.
  • •Drive technical investigations across the stack and escalate deeper issues to product and engineering teams.
  • •Build automated diagnostic tools and gather platform feedback to inform the product roadmap.

Pay and Benefits

Salary: USD 125,000 - 173,000 annually
Equity and Bonus:Equity
Perks:Paid LeaveHealth InsuranceDentalVisionParental Leave401kEquityLearning BudgetWellness Stipend

Key Requirements

  • •5+ years providing technical support for an enterprise B2B SaaS organization.
  • •Deep technical proficiency with cloud technologies (AWS/GCP), Python, SDKs, SSO/SCIM, and debugging using RESTful APIs.
  • •Experience using and troubleshooting tools such as Jira, Grafana, and Datadog.
  • •Ability to guide end users directly on-screen through complex product issues and work empathetically with customers.
  • •Experience with GenAI/LLMs and owning technical issue resolution end to end (bonus).
Experience:5+ yearsEnterprise B2B SaaSGenAILLMsAI agents
Skills:WritingCommunicationEmpathy
Tech Stack:SalesforceEmailSlackZoomPythonNo-code agentsAWSGCPSDKsSSOSCIMJiraGrafanaDatadogRESTful APIsAutomationGenAILLMsMonitoring alerts

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