Senior Support Engineer - Tooling & Automation

Written by the T&S Network from Thorn's posting.

Technical support engineering for Thorn's child sexual abuse prevention products, including Safer and Thorn Detect, used by industry and law enforcement partners. The role sits on the Build Team and combines hands-on customer troubleshooting with building the tooling and automation that Support runs on.

• Child safety and grooming

What you'd do

• Guide customers through onboarding and implementation of Safer and Thorn Detect, including troubleshooting across many scenarios.
• Resolve complex issues independently and decide when to escalate to Product, Engineering, or Account Managers.
• Lead advanced support for high-impact customer use cases as the go-to resource for implementation nuances.
• Design, build, and maintain Support tooling that turns recurring support needs into scalable technical solutions.
• Identify where AI and emerging technologies can improve Support workflows, and build automations for them.
• Relay customer needs and technical constraints to internal teams, and report recurring friction points.
• Keep sections of the onboarding materials, support guides, and best-practice docs current and owned.

What it asks for

• Background in customer-facing technical support, especially working through hard diagnostic problems (required).
• Experience building or improving internal or Support-focused tooling (required).
• Hands-on experience applying AI technologies to tools, workflows, integrations, or automations (required).
• Clear written and verbal communication with technical and non-technical audiences, in a distributed team (required).
• Prior work talking with outside users directly (required).
• Working knowledge of Jira Service Manager, GitHub, Docker, Kubernetes, Terraform, AWS or Google Cloud, Python 3, Node, TypeScript, PostgreSQL, and Elasticsearch (preferred).
• Familiarity with message queues such as SQS, Pub/Sub, RabbitMQ, or Kafka (preferred).

Worth knowing

• Work is with partners serving child-safety-related products; no explicit exposure to graphic content is stated.

Terms in this role

CSAM.

Child sexual abuse material: images or video of the sexual abuse of children. Illegal to make, share or possess in nearly every country.

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