Senior Support Engineer - Tooling & Automation

As a Senior Support Engineer, you will provide advanced technical support while helping shape the tools and systems that enable a scalable support organization.
You will guide customers through implementations, troubleshoot complex technical issues, and serve as a trusted technical advocate.
A key part of the role is identifying recurring challenges and turning them into effective tooling, workflows, and automations.
You will also explore practical applications of AI and emerging technologies that can reduce manual effort and improve decision-making.
Working remotely, you will collaborate closely with Product, Engineering, Data Science, UX, Sales, and Account Management teams.
Your expertise will contribute to stronger customer experiences, more efficient support operations, and better internal processes.
You will also mentor teammates and help raise the technical judgment and capabilities of the broader Support Engineering team.

• 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.