The opportunity
WRITER is where the world's leading enterprises orchestrate AI-powered work. Our vision is to expand human capacity through superintelligence.
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 they're looking for
- 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
