Senior Support Engineer – Tooling & Automation

🕒 September 28

🇺🇸 United States – Remote

💵 $79k - $109.3k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Thorn

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

🤝 Non-profit

🌍 Social Impact

🔒 Cybersecurity

💰 Venture Round on 2017-01

Non-profit • Social Impact • Cybersecurity

Thorn is a nonprofit organization dedicated to making the internet safer for children and defending them from sexual abuse. Founded in 2012, Thorn creates and implements technology solutions to identify and remove child sexual abuse material (CSAM) and assist in the identification of victims. In addition to providing resources for youth, parents, and platforms, Thorn engages in cutting-edge research on online threats and opportunities for safety. The organization is committed to empowering individuals and businesses to protect children and has partnered with companies like Slack to enhance online safety protocols. Thorn also influences policy and supports the prevention of online child exploitation through education and awareness campaigns.

📋 Description

• Guide customers through the full customer journey for Safer and Thorn Detect • Support standard and complex implementations and troubleshoot technical issues • Resolve complex issues independently and determine when escalation to Product, Engineering, or Account Managers is required • Design, build, maintain, and improve Support tooling • Translate recurring support needs and operational challenges into scalable technical solutions • Improve Support workflows through tooling and automation • Apply AI and emerging technologies to Support tooling, workflows, and automations • Advocate for customers by communicating needs, questions, and constraints to internal teams • Lead support for complex, high-impact customer use cases • Collaborate with Product, Engineering, Data Science, UX, Account Managers, and Sales • Identify recurring issues and opportunities to improve processes, tooling, and products • Use and improve ticketing systems, Slack, Zoom, and email for support coordination • Own and improve onboarding materials, support guides, and best-practice documentation • Mentor and support other Support Engineers

🎯 Requirements

• Commitment to putting the children served at the center of the work • Strong experience providing technical customer support and diagnosing complex issues • Experience building, maintaining, or improving internal or Support-focused tooling • Proactive, test-and-learn mindset • Hands-on experience applying AI technologies to tools, workflows, integrations, or automations • Clear, efficient, and thoughtful communication with technical and non-technical audiences • Experience communicating directly with external users • Ability to operate in a fast-paced, reactive environment and prioritize shifting needs • Ability to identify process gaps, recurring friction, and inefficiencies • Ability to manage time and workload independently • Ability to communicate proactively with customers and maintain trust • Strong documentation ownership • Structured problem-solving and troubleshooting experience • Technical familiarity with systems, integrations, and customer environments • Experience with Jira Service Manager, GitHub, Docusaurus, Docker, Kubernetes, Terraform, AWS, Google Cloud, Amazon SQS, Google Pub/Sub, RabbitMQ, Kafka, Node, Python 3, TypeScript, PostgreSQL, Elasticsearch, AI APIs, and generative AI tools

🏖️ Benefits

• Remote-first work model with work from home most of the time • Company-wide gatherings • In-person team meetings and team-building events • Attendance at specific conferences • Broad range of employee benefits • Reasonable accommodations for candidates and employees with disabilities • Inclusive work environment