Why This Job is Featured on The SaaS Jobs
This Support Engineer role sits at a common pressure point in modern B2B SaaS: keeping enterprise customers productive when the product is both technical and business critical. With WRITER positioned as an AI platform used to build and deploy agents, support work here naturally intersects with developer workflows, integrations, and production reliability rather than basic how to guidance.
For a SaaS career, the arc is compelling because it builds the kind of platform literacy that travels well across companies: diagnosing issues across cloud environments, understanding how APIs and identity systems behave in real customer stacks, and translating operational signals into actionable product feedback. The emphasis on automation and tooling also aligns with how mature SaaS support organizations scale, turning repeated incidents into scripts, diagnostics, and improved self service.
This listing will suit professionals who like owning investigations end to end and collaborating across Support, Product, and Engineering without losing accountability at the edges. It is a strong match for someone who prefers hands on debugging, clear written communication, and structured triage over purely relationship led customer work, especially in environments where GenAI features add new failure modes and integration patterns.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
🚀 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, 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 hybrid and based out of our San Francisco or New York City office 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 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
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 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
Communicate complex technical concepts clearly through excellent writing and communication skills
Challenge the status quo by bringing experience with GenAI and LLMs (a huge bonus) and Own the resolution of every technical issue from start to finish
🍩 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.
