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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support for enterprise B2B SaaS, with a strong focus on troubleshooting complex issues using Python, cloud technologies, and RESTful APIs. Capable of collaborating across teams to enhance product functionality and customer satisfaction.
Highest-signal resume keywords
5+ Years Technical Support ExperienceDeep Technical Proficiency in Cloud TechPython Programming SkillsRESTful API Debugging and IntegrationExcellent Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
PythonRESTful APICloud TechnologiesDebuggingIntegrationNo-Code AgentsAutomated Diagnostic ToolsTechnical InvestigationsFeature RequestsProduction Issue Resolution
Soft Skills
EmpathyCollaborationProblem-SolvingClear Communication
Tools & Technologies
SalesforceAWSGCPJiraGrafanaDatadogSlackZoomGenAILLMs
Industry Keywords
B2B SaaSTechnical SupportCustomer SuccessProduct RoadmapMonitoring Alerts
Tech Stack
Tools & technologiesAWSCloudGoogle Cloud PlatformGrafanaPython
About the role
Key responsibilities & impact- 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 monitoring alerts
- Drive technical investigations across the stack and escalate deeper technical issues to product and engineering teams
- Shape the 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 support operations and reduce resolution times
- Collaborate closely with Customer Success, Education, Product, Engineering, and Sales
- Use WRITER's AI tools to solve problems faster and more efficiently
Requirements
What you’ll 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
- Experience with GenAI and LLMs is a huge bonus
- Ability to own the resolution of every technical issue from start to finish
Benefits
Comp & perks- Generous PTO, plus company holidays
- Comprehensive medical and dental insurance
- Paid parental leave for all parents (16 weeks)
- Fertility and family planning support
- Competitive pension scheme and company contribution
- Annual work-life stipends
- Wellness stipend for gym, massage/chiropractor, personal training, etc.
- Learning and development stipend
- Company-wide off-sites and team off-sites
- Competitive compensation and company stock options
- Medical, dental, and vision coverage for you and your family
- Early-detection cancer testing through Galleri
- Flexible spending account and dependent FSA options
- Health savings account for eligible plans with company contribution
- 401k