Senior Support Engineer - Tooling & Automation

Responsibilities

• Guide customers through the full customer journey for products like Safer and Thorn Detect, supporting both standard and complex implementations and troubleshooting technical issues across a wide range of scenarios.
• Provide timely, thoughtful support to users with varying technical backgrounds, independently resolving more complex issues and determining when escalation to Product, Engineering, or Account Managers is required.
• Design, build, maintain, and improve tooling for
• Support, translating recurring support needs and operational challenges into scalable technical solutions.
• Proactively identify opportunities to improve
• Support workflows through tooling and automation, developing solutions that increase team efficiency, scalability, and the support experience.
• Identify opportunities to thoughtfully apply AI and emerging technologies to
• Support tooling, workflows, and automations where they can provide meaningful value.
• Operate as a technical advocate for customers by clearly communicating their needs, questions, and constraints to internal teams, while balancing customer expectations with technical realities.
• Lead support for complex, high-impact customer use cases, serving as a go-to resource for advanced troubleshooting and implementation nuances.

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