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 while also identifying opportunities for improvement and driving change.