Senior Support Engineer – Tooling & Automation

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide customers throughout the entire customer journey for Safer and Thorn Detect.

• Assist with both standard and complex implementations while troubleshooting technical issues.

• Independently resolve intricate problems and identify when to escalate issues to Product, Engineering, or Account Managers.

• Design, construct, maintain, and enhance Support tooling.

• Convert recurring support demands and operational challenges into scalable technical solutions.

• Enhance Support workflows through the use of tooling and automation.

• Leverage AI and emerging technologies for Support tooling, workflows, and automations.

• Represent customers by conveying their needs, inquiries, and limitations to internal teams.

• Lead support efforts for complex, high-impact customer scenarios.

• Collaborate with teams across Product, Engineering, Data Science, UX, Account Managers, and Sales.

• Identify recurring issues and opportunities for improving processes, tooling, and products.

• Utilize and enhance ticketing systems, Slack, Zoom, and email for effective support coordination.

• Own and refine onboarding materials, support guides, and best-practice documentation.

• Mentor and assist fellow Support Engineers.

⛳️ Requirements

• A commitment to prioritizing the children served in all work activities.

• Extensive experience in providing technical customer support and diagnosing complex issues.

• Experience in building, maintaining, or enhancing internal or Support-focused tools.

• A proactive, test-and-learn approach.

• Practical experience utilizing AI technologies in tools, workflows, integrations, or automations.

• Clear, efficient, and thoughtful communication skills with both technical and non-technical audiences.

• Experience in direct communication with external users.

• Ability to thrive in a fast-paced, reactive environment and prioritize shifting demands.

• Capability to identify process gaps, recurring challenges, and inefficiencies.

• Strong time management and independent workload handling skills.

• Proactive communication with customers to maintain trust.

• Strong ownership of documentation.

• Experience in structured problem-solving and troubleshooting.

• Technical knowledge of systems, integrations, and customer environments.

• Familiarity with tools such as Jira Service Manager, GitHub, Docusaurus, Docker, Kubernetes, Terraform, AWS, Google Cloud, Amazon SQS, Google Pub/Sub, RabbitMQ, Kafka, Node, Python 3, TypeScript, PostgreSQL, Elasticsearch, AI APIs, and generative AI tools.

🏝️ Benefits

• Remote-first work model allowing for work from home most of the time.

• Company-wide gatherings for team engagement.

• In-person team meetings and team-building activities.

• Opportunities to attend specific conferences.

• A wide range of employee benefits.

• Reasonable accommodations for candidates and employees with disabilities.

• An inclusive work environment.