Support Engineer
Core
Provide deep technical guidance and reliable support for Safer and Thorn Detect products to help law enforcement and industry partners combat child sexual abuse online.
Role type
Support Engineer (Customer Success)
Builds
Safer and Thorn Detect products for law enforcement and industry partners
Domain
Cybersecurity / Child Safety / Law Enforcement
Deliverable
client delivery
Required skills
technical troubleshooting, issue analysis, escalation management, cross-functional collaboration, documentation, time management, proactive communication, empathy
Preferred skills
solid technical or engineering foundation, interest in systems and technology growth
Technologies
Docker, Kubernetes, Terraform, Node, Python 3, TypeScript, AWS, Google Cloud, Amazon SQS, Google PubSub, RabbitMQ, Kafka, PostgreSQL, Elasticsearch, Jira Service Manager, Github, Docusaurus
Responsibilities
Guide customers through onboarding and troubleshoot technical issues, escalate complex problems to internal teams, communicate customer needs to Product/Engineering, maintain support documentation, participate in on-call rotation for critical issues
Seniority
Individual Contributor, mid-level