Senior Support Engineer - Tooling & Automation

Accountabilities:: Guide customers through the full customer journey, supporting standard and complex implementations and troubleshooting technical issues across diverse scenarios. Provide timely and thoughtful technical support to users with varying levels of technical expertise, independently resolving complex issues and determining when escalation is appropriate. Design, build, maintain, and improve internal Support tooling that addresses recurring operational challenges and enables teams to work more effectively. Identify opportunities to improve Support workflows through automation, developing scalable solutions that increase efficiency and enhance the customer experience. Evaluate and thoughtfully apply AI and emerging technologies to Support tools, workflows, integrations, and automations where they can provide meaningful value. Lead support for complex, high-impact customer use cases and serve as a go-to resource for advanced troubleshooting and implementation challenges. Act as a technical advocate for customers by communicating their needs, questions, and constraints clearly to internal teams while balancing expectations with technical realities. Collaborate with Product, Engineering, Data Science, UX, Account Management, and Sales teams to deliver a cohesive customer experience. Identify recurring issues, friction points, and process gaps, and proactively recommend improvements to tooling, workflows, and products. Use and improve support platforms and communication tools to track requests, document resolutions, and ensure timely follow-through. Own and maintain customer-facing and internal documentation, including onboarding materials, support guides, and technical best practices. Mentor other Support Engineers, share technical best practices, and provide guidance on complex cases to strengthen the team's overall technical judgment. Requirements: Strong experience providing technical support to customers, including diagnosing complex issues, independently resolving nuanced problems, and determining effective escalation paths. Experience building, maintaining, or improving internal or Support-focused tooling that solves operational challenges or improves team effectiveness. A proactive, test-and-learn mindset with the curiosity to explore new technical approaches and the persistence to turn experimentation into measurable improvements. Hands-on experience applying AI technologies to tools, workflows, integrations, or automations, with sound judgment around where AI can reduce manual effort, surface insights, and support human decision-making. Strong written and verbal communication skills, with the ability to communicate effectively with both technical and non-technical audiences in a distributed environment. Experience working directly with external users and a strong commitment to delivering an exceptional customer experience. Ability to operate effectively in a fast-paced, reactive environment while prioritizing shifting customer needs, technical constraints, and competing requests. Ability to identify process gaps, recurring friction, and inefficiencies and contribute proactively to improving Support workflows and practices. Strong independent time-management skills, with the ability to balance complex support cases with proactive improvements to documentation and processes. Ability to communicate proactively with customers, set clear expectations, navigate ambiguity, and maintain trust through thoughtful updates and follow-through. Strong documentation skills and a demonstrated ability to create and maintain accurate, scalable internal resources and support materials. Structured problem-solving skills, with persistence in troubleshooting edge cases, testing hypotheses, and driving investigations toward resolution. Familiarity with systems, integrations, and customer environments, along with a willingness to continuously expand technical expertise. Experience collaborating with cross-functional teams and representing Support Engineering perspectives clearly and constructively. Experience mentoring teammates, sharing best practices, and helping improve overall technical confidence and judgment. Empathy and a strong ability to advocate for users while balancing customer needs with technical and operational realities. Familiarity with technologies such as Jira Service Management, GitHub, Docusaurus, Docker, Kubernetes, Terraform, AWS, Google Cloud, messaging systems such as SQS, Pub/Sub, RabbitMQ, and Kafka, Node.js, Python, TypeScript, PostgreSQL, Elasticsearch, AI APIs, and Generative AI tools. Benefits: Estimated annual compensation range of $79,000–$109,250, depending on factors such as location, skills, experience, training, licenses, and certifications. Remote-first work model with employees working from home most of the time. Travel opportunities and expectations for company-wide gatherings, team meetings, team-building events, and relevant conferences. Broad employee benefits designed to support employees' overall well-being. Opportunity to work in a mission-driven environment focused on using technology to help protect children. Collaborative and distributed work environment centered on wellness, care, compassion, and inclusion. Commitment to diversity, equal employment opportunity, and an inclusive workplace. Reasonable accommodations available for qualified candidates and employees with disabilities.