Senior Support Engineer - Tooling & Automation

About Thorn

At Thorn, our cause is our code. We are a nonprofit dedicated to defending children from sexual exploitation and abuse. We work with a network of independent partners, NGOs, and law enforcement agencies to build technology that protects children’s futures.

The Role

As a Senior Support Engineer, you will provide deep technical guidance and reliable support for products like Safer and Thorn Detect. Beyond direct support, you will play a critical role in evolving our support infrastructure by building tooling, workflows, and automations—including the thoughtful application of AI—to make our operations more effective and scalable.

What You’ll Do

• Support & Troubleshooting: Guide customers through the full journey, resolving complex technical issues and determining when to escalate to Engineering or Product.
• Tooling & Automation: Design, build, and maintain internal tools to solve operational challenges and increase team efficiency.
• AI Integration: Identify and implement opportunities to apply AI and emerging technologies to support workflows.
• Technical Advocacy: Act as the voice of the customer, communicating needs and constraints to internal teams (Product, Engineering, Data Science).
• Documentation & Mentorship: Own internal and customer-facing documentation and mentor other Support Engineers to raise the team's technical judgment.

What We’re Looking For

• Strong experience in technical customer support with a focus on diagnosing complex issues.
• Proven ability to build and maintain internal or support-focused tooling.
• Hands-on experience applying AI technologies to improve workflows or integrations.
• A proactive, test-and-learn mindset with the persistence to turn experimentation into scalable solutions.
• Excellent communication skills, both written and verbal, for technical and non-technical audiences.
• Ability to manage time independently in a fast-paced, distributed environment.

Technologies We Use

• Support Stack: Jira Service Manager (JSM), Github, Docusaurus
• Infrastructure: Docker, Kubernetes, Terraform, AWS, Google Cloud
• Messaging/Queues: Amazon SQS, Google PubSub, RabbitMQ, Kafka
• Languages: Node, Python 3, TypeScript
• Data: PostgreSQL, Elasticsearch
• AI: AI APIs, Generative AI tools