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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Engineer - **Company:** THORN - **Location:** Los Angeles, CA, United States (Remote available) - **Salary:** $63,000.0 - $101,200.0 - **Contract:** Permanent contract - **Skills:** Amazon Web Services, JIRA, Elasticsearch, Github, Issue Tracking Systems, Python (Programming Language), PostgreSQL, Node.Js, RabbitMQ, TypeScript, Google Cloud, Kubernetes, Apache Kafka, Amazon Simple Queue Service (SQS), Terraform, Docker - **Published:** June 17, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=4c680f073faed665 ## About the Role Do you have experience in Zoom?, * 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. Technologies We Use * Docker / Kubernetes / Terraform * Node / Python 3 / TypeScript * AWS / Google Cloud * Amazon SQS / Google PubSub / RabbitMQ / Kafka * PostgreSQL / Elasticsearch * Jira Service Manager (JSM) / Github / Docusaurus ## Description 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. 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