Support Engineer

Job Summary

Providing deep technical guidance and reliable support, the remote Support Engineer will assist customers with onboarding and troubleshooting for products like Safer and Thorn Detect, ensuring a top-tier experience while managing day-to-day customer interactions.

Key responsibilities

• Guide customers through the onboarding process and troubleshoot common technical issues
• Provide timely support, managing customer experiences and escalating issues to relevant teams as necessary
• Collaborate with cross-functional teams to ensure a cohesive experience for customers throughout their product use

Required qualifications

• Experience providing technical support with strong troubleshooting skills
• Ability to communicate clearly with both technical and non-technical audiences
• Solid technical or engineering foundation with a willingness to grow skills
• Experience with support tools such as ticketing systems and documentation practices
• Strong time management skills to handle multiple support cases simultaneously