{"id":1150320,"url":"https://alion.io/job/writer-support-engineer-uk-3","title":"Support engineer (UK)","company":{"id":829,"name":"Writer","domain":"writer.com","url":"https://alion.io/company/writer","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":63000,"max_usd":122000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":13},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"Datadog","optional":false},{"name":"GCP","optional":false},{"name":"Grafana","optional":false},{"name":"Jira","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-09-22T20:25:02Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-11-04T16:53:41Z","board_verified":true,"closed_at":null,"days_open":42,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":42},"description":"About WRITER\nWRITER 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.\nFounded in 2020 with office hubs in San Francisco, New York City, Seattle, 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.\nAbout the role\nAt 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.\nYou'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.\nThis role is available for hybrid work in our New York City and London hubs. and you will report directly to the manager of support engineering.\nWhat you'll do\nOwn the triage and resolution of complex customer production issues through Salesforce, email, Slack, and Zoom\n\nGuide technical end users directly by debugging and refining custom-built Python and no-code agents\n\nServe as Tier 2 advanced support to monitor and tackle complex production issues through our monitoring alerts\n\nDrive technical investigations across our stack and escalate deeper technical issues to product and engineering teams\n\nShape our product roadmap by gathering and sharing platform feedback and feature requests with product and design teams\n\nBuild and maintain automated diagnostic tools and scripts to scale our support operations and reduce resolution times\n\n⭐ What you need\nBring 5+ years of experience providing technical support for an enterprise B2B SaaS organization\n\nDemonstrate deep technical proficiency navigating cloud tech (AWS/GCP), Python, SDKs, SSO/SCIM, Jira, Grafana, and Datadog\n\nPossess strong skills in RESTful API debugging, integration, and usage to troubleshoot complex customer environments\n\nEnjoy working on-screen with customers to overcome product issues and Connect with them empathetically\n\nCommunicate complex technical concepts clearly through excellent writing and communication skills\n\nChallenge 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\n\nBenefits & perks (UK full-time employees):\nGenerous PTO, plus company holidays\n\nComprehensive medical and dental insurance\n\nPaid parental leave for all parents (16 weeks)\n\nFertility and family planning support\n\nCompetitive pension scheme and company contribution\n\nAnnual work-life stipends for:\nWellness stipend for gym, massage/chiropractor, personal training, etc.\n\nLearning and development stipend\n\nCompany-wide off-sites and team off-sites\n\nCompetitive compensation and company stock options\n\nBenefits & perks (US Full-time employees)\nGenerous PTO, plus company holidays\n\nMedical, dental, and vision coverage for you and your family\n\nPaid parental leave for all parents (16 weeks)\n\nFertility and family planning support\n\nEarly-detection cancer testing through Galleri\n\nFlexible spending account and dependent FSA options\n\nHealth savings account for eligible plans with company contribution\n\nAnnual work-life stipends for:\nWellness stipend for gym, massage/chiropractor, personal training, etc.\n\nLearning and development stipend\n\nCompany-wide off-sites and team off-sites\n\nCompetitive compensation, company stock options and 401k\n\nWRITER 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.\nBy submitting your application on the application page, you acknowledge and agree to WRITER's Global Candidate Privacy Notice.","description_format":"text","description_chars":5156,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Dental insurance","Hybrid work","Parental leave","Stock options"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["LLM & Generative AI","AI Agents","Foundation Models","Vector Search & RAG"],"lifecycle":[{"event":"open","at":"2026-09-23T17:29:33Z"}],"visa":[],"liveness":{"score":46,"band":"ok","label":"Likely open","p_open":1,"p_active":0.845,"p_room":0.55,"age_days":42,"expected_fill_days":39,"reasons":["conf:4","velocity","win:tail"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/writer-support-engineer-uk-3","json_url":"https://alion.io/job/writer-support-engineer-uk-3.json","meta":{"generated_at":"2026-11-04T20:18:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31320,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":829},"rest":"https://alion.io/mcp/rest/get_company?id=829"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwriter-support-engineer-uk-3"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwriter-support-engineer-uk-3"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwriter-support-engineer-uk-3"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/writer-support-engineer-uk-3\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwriter-support-engineer-uk-3"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1150320}},{"tool":"search_jobs","arguments":{"company":"writer.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1150320},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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