Support engineer (UK)

Highlights

• Help enterprises succeed with mission-critical AI applications built on WRITER.
• Own triage and resolution of complex customer production issues end-to-end.
• Build automated diagnostic tools to scale support and cut resolution times.

What they offer

• Generous PTO plus company holidays
• Comprehensive medical and dental insurance
• Paid parental leave for all parents (16 weeks)
• Fertility and family planning support
• Early-detection cancer testing through Galleri
• Competitive pension scheme with company contribution
• Wellness stipend for gym, massage/chiropractor, personal training
• Learning and development stipend
• Company-wide and team off-sites
• Competitive compensation and company stock options

Ideal candidate

Empathetic, customer-obsessed problem solver with 5+ years in enterprise SaaS support who loves debugging live with customers, owning issues end-to-end, and using automation and AI to scale support.

Requirements

• 5+ years providing technical support for enterprise B2B SaaS
• Deep proficiency with AWS/GCP, Python, SDKs, SSO/SCIM, Jira, Grafana, Datadog
• Strong RESTful API debugging, integration and troubleshooting skills
• Comfortable working on-screen with customers with empathy
• Excellent writing and communication of complex technical concepts
• Experience with GenAI and LLMs a bonus
• Own resolution of technical issues end-to-end