Support Engineer

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $63k - $101.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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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

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• A reasonable estimate of the compensation range for this role is $63,000 - $101,200/year. • 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.