Enterprise technical support specialist

✍🏽 About Writer

Writer is the full-stack generative AI platform delivering transformative ROI for the world’s leading enterprises. Named one of the top 50 companies in AI by Forbes, Writer empowers hundreds of customers like Accenture, Intuit, L’Oreal, and Vanguard to transform the way they work. 

Our all-in-one solution makes it easy to deploy customized AI apps and workflows that accelerate growth, increase productivity, and ensure compliance. Designed to provide enterprise-grade accuracy, security, and efficiency, Writer’s suite of development tools is supported by Palmyra – Writer’s state-of-the-art family of LLMs – alongside our industry-leading graph-based RAG and customizable AI guardrails. 

Founded in 2020 with offices in San Francisco, New York City, and London, Writer is backed by strategic investors, including ICONIQ Growth, Insight Partners, WndrCo, Balderton Capital, and Aspect Ventures. 

Our team of over 200 employees 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.

📐 About this role

Great writing, for everyone. It’s our vision for Writer, and our customers’ vision for their teams. We’re looking for an enterprise support agent whose top priority is helping customers succeed with Writer. We need someone who’s comfortable working in a complex and ambiguous environment, capable of driving impactful value across our customer’s business. You’ll act as a leading voice of our enterprise support function, both internally to the business, and externally to the customer. You’ll own customer issues directly, and also work internally to answer internal requests and increase our ability to fix issues quickly and effectively. You’ll work cross-functionally with Customer Success & Education, Product, Engineering, and Sales to deliver incredible experiences and help customers maximize value from the platform. You'll report to the enterprise support manager. 

🦸 Your responsibilities

• Provide excellent support to our enterprise customers, acting as the subject matter expert

• Triage and resolve customer issues through our ticketing app (Help Scout) and Zoom

• Support Writer team by answering internal product questions/requests in Slack

• Work closely with product & engineering to escalate and resolve deeper technical issues

• Gather and share platform feedback and feature requests with product‌ and design teams

• Resolve subscription and billing issues via Stripe

⭐ Is this you?

• Minimum of 3+ years providing technical support for an enterprise B2B SaaS organization

• Experience working closely with APIs, SSO/SCIM, and tools like Jira, Postman, and Zendesk

• Our name is Writer, so excellent writing and communication skills are essential

• Comfortable working on-screen with customers to overcome product issues

• Experience working with GenAI/LLMs

Curious to learn more about who we are and how we operate? Visit us here

🍩 Benefits & perks

• Generous PTO, plus company holidays
• Medical, dental, and vision coverage for you and your family
• Paid parental leave for all parents (12 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:
  • Home office setup, cell phone, internet
  • 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.