Support Engineer

## About the Role Our Build Team develops and supports the products and tools that empower our industry and law enforcement partners to combat child sexual abuse online. As a Support Engineer, you'll provide deep technical guidance and reliable support to ensure a top-tier experience for our growing and diverse customer base across products like Safer and Thorn Detect. ## What You'll Do - Work closely with customers to guide them through the onboarding process for products like Safer and Thorn Detect, helping them understand setup and troubleshoot common technical issues. - Provide timely, thoughtful support to users with varying technical backgrounds, managing the day-to-day customer experience and escalating issues or feedback to Product, Engineering, or Account Managers when appropriate. - Operate as a technical advocate for customers by clearly communicating their needs, questions, and constraints to internal teams, while balancing customer expectations with technical realities. - Collaborate with Product, Engineering, Data Science, UX, Account Managers, and Sales to support a cohesive experience for prospects and customers from onboarding, support, and ongoing product use. - Use support tooling such as ticketing systems, Slack, Zoom, and email to track requests, document resolutions, and ensure clear communication and timely follow-through internally and externally. - Contribute to internal and customer-facing documentation by helping keep onboarding materials, support guides, and best practices accurate and up to date. - On-Call Participation: This role may participate in an on-call rotation and respond to critical issues outside of regular business hours. Availability during evenings, nights, weekends, and holidays may be required to ensure continuity of service and support. ## What We're Looking For - You have a commitment to putting the children we serve at the center of everything you do. - You have experience providing technical support to customers, with strong troubleshooting skills and the ability to analyze issues, resolve common problems, and escalate effectively when needed. - You communicate clearly, efficiently, and thoughtfully, with both technical and non-technical audiences. We're a highly-distributed team, so written communication is crucial, from Slack to technical documentation to Zoom calls. - You're comfortable with a fast-paced, reactive environment and can adapt to meet the shifting needs of customers and the team. - You're able to create and follow established processes to ensure consistency and reliability in technical support. - You're able to manage your time effectively, handling multiple support cases simultaneously while meeting deadlines and delivering timely solutions. - You communicate proactively with customers, providing clear updates, setting expectations, and gathering feedback throughout the support process. - You have strong documentation habits, with experience creating and maintaining clear records of technical issues, solutions, and best practices. - You approach problems with curiosity and persistence, breaking down issues methodically, testing possible solutions, and asking for help when needed to get unblocked. - You have a solid technical or engineering foundation and an interest in continuing to grow your skills and understanding of systems, technology, and customer needs. - You collaborate effectively with teammates and cross-functional partners, sharing context clearly, participating in handoffs, and contributing to a positive, solutions-oriented team environment. - You have empathy and can be a strong advocate for our users while balancing customer needs with technical realities. ## Technologies We Use - Docker / Kubernetes / Terraform - Node / Python 3 / TypeScript - AWS / Google Cloud - Amazon SQS / Google PubSub / RabbitMQ / Kafka - PostgreSQL / Elasticsearch - Jira Service Manager (JSM) / Github / Docusaurus ## Compensation and Benefits A reasonable estimate of the compensation range for this role is $63,000 - $101,200/year. This range takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to location; skill sets; experience and training; licensure, and certifications. Our remote-first work model is structured around working from home most of the time. But, there will be times that employees are expected to travel. For example, Thorn may host company-wide gatherings, and smaller teams may hold in-person meetings and team-building events, or require attendance at specific conferences. At Thorn, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Thorn can mean for you.