Senior Support Engineer – Tooling & Automation

Thorn

. Guide customers through the full customer journey for Safer and Thorn Detect .

Posted 9/28/2026full-timeRemote • United StatesSenior💰 $79,000 - $109,250 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical customer support capabilities, with hands-on experience in applying AI technologies to improve support tooling and workflows. Proficient in structured problem-solving, documentation ownership, and effective communication with diverse audiences.

Highest-signal resume keywords

Technical Customer SupportAI Technologies ApplicationSupport Tooling ImprovementStructured Problem-SolvingDocumentation Ownership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingProcess ImprovementAI TechnologiesStructured Problem-SolvingDocumentationCustomer CommunicationTime ManagementWorkflow AutomationSupport Tooling

Soft Skills

Proactive MindsetClear CommunicationMentoringCollaborationAdaptability

Tools & Technologies

Jira Service ManagerGitHubDocusaurusDockerKubernetesTerraformAWSGoogle CloudAmazon SQSGoogle Pub/Sub

Industry Keywords

Customer JourneySupport WorkflowsTicketing SystemsEmerging TechnologiesHigh-Impact Use Cases

Tech Stack

Tools & technologies

AWSCloudDockerElasticSearchKafkaKubernetesNode.jsPostgresPythonRabbitMQTerraformTypeScript

About the role

Key responsibilities & impact

Guide customers through the full customer journey for Safer and Thorn Detect
Support standard and complex implementations and troubleshoot technical issues
Resolve complex issues independently and determine when escalation to Product, Engineering, or Account Managers is required
Design, build, maintain, and improve Support tooling
Translate recurring support needs and operational challenges into scalable technical solutions
Improve Support workflows through tooling and automation
Apply AI and emerging technologies to Support tooling, workflows, and automations
Advocate for customers by communicating needs, questions, and constraints to internal teams
Lead support for complex, high-impact customer use cases
Collaborate with Product, Engineering, Data Science, UX, Account Managers, and Sales
Identify recurring issues and opportunities to improve processes, tooling, and products
Use and improve ticketing systems, Slack, Zoom, and email for support coordination
Own and improve onboarding materials, support guides, and best-practice documentation
Mentor and support other Support Engineers

Requirements

What you’ll need

Commitment to putting the children served at the center of the work
Strong experience providing technical customer support and diagnosing complex issues
Experience building, maintaining, or improving internal or Support-focused tooling
Proactive, test-and-learn mindset
Hands-on experience applying AI technologies to tools, workflows, integrations, or automations
Clear, efficient, and thoughtful communication with technical and non-technical audiences
Experience communicating directly with external users
Ability to operate in a fast-paced, reactive environment and prioritize shifting needs
Ability to identify process gaps, recurring friction, and inefficiencies
Ability to manage time and workload independently
Ability to communicate proactively with customers and maintain trust
Strong documentation ownership
Structured problem-solving and troubleshooting experience
Technical familiarity with systems, integrations, and customer environments
Experience with 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

Comp & perks

Remote-first work model with work from home most of the time
Company-wide gatherings
In-person team meetings and team-building events
Attendance at specific conferences
Broad range of employee benefits
Reasonable accommodations for candidates and employees with disabilities
Inclusive work environment