Support Engineer

📋 Description

• Onboard customers for Safer and Thorn Detect; setup and troubleshoot.
• Provide timely support to users of varying technical backgrounds; escalate when needed.
• Advocate for customers; convey needs to internal teams; balance expectations.
• Collaborate with Product, Engineering, Data Science, UX, Accounts, and Sales.
• Use ticketing, Slack, Zoom, and email to track requests; on-call coverage may be required.
• Contribute to onboarding materials and support guides.

🎯 Requirements

• Commitment to putting children first.
• Experience providing technical customer support; troubleshooting and escalation.
• Clear written and verbal communication for technical and non-technical audiences.
• Adaptive in a fast-paced, reactive environment; shift priorities as needed.
• Strong documentation habits; maintain logs and support guides.
• Collaborate with Product, Engineering, Data Science, UX, Accounts, and Sales; advocate for users.

🎁 Benefits

• Remote-first work model; working from home is common.
• Occasional travel for company events or conferences.
• Comprehensive benefits package and professional development.
• Learn more about Thorn careers on the company site.