Thorn

Support Engineer

Remote (US-Based)

Sponsorship not specified$63k-$101kDetected 30 days ago

TypeScriptPythonNode.jsGitPostgreSQLElasticsearchAWSGCPDockerKubernetesTerraformKafkaRabbitMQData ScienceJiraOnboardingCustomer SupportCommunication

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.

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.
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.
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.
We are a nonprofit whose mission of defending children from sexual exploitation and abuse is deeply embedded within our core-a shared code that drives us to do challenging work with resilience and determination.
Here, you'll work and grow among the best hearts and the best minds in tech, data, and business alongside our network of independent partners, NGOs, and law enforcement agencies.
Together, we're focused on building technology that protects children's futures.
Come join us to help make this goal a reality and build a world where every child can be safe, curious, and happy.

You have a commitment to putting the children we serve at the center of everything you do.
You have strong documentation habits, with experience creating and maintaining clear records of technical issues, solutions, and best practices.
You have empathy and can be a strong advocate for our users while balancing customer needs with technical realities.

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.
You'll collaborate with a diverse group of peers in a remote environment centered on wellness, care, and compassion.

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.
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.
What We're Looking For
You're comfortable with a fast-paced, reactive environment and can adapt to meet the shifting needs of customers and the team.
We are looking for dynamic problem solvers with the desire to help address some of today's toughest issues.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

This listing is sourced directly from Thorn's careers page and normalized into a canonical job model.