Support Engineer

About the role

This nonprofit organization is dedicated to defending children from sexual exploitation and abuse by developing technology to protect children’s futures. It collaborates with independent partners, NGOs, and law enforcement agencies to tackle the challenge of eliminating child sexual abuse material from the internet, aiming for a significant impact on child safety. The SUPPORT ENGINEER role focuses on providing technical guidance and reliable support to the organization’s customers using products designed to combat child sexual abuse online. This position ensures a high-quality customer experience, facilitates onboarding, and acts as a bridge between users and internal teams to enhance product effectiveness and impact.

Responsibilities

• Guide customers through product onboarding and troubleshoot technical issues.
• Provide timely support to users with diverse technical backgrounds.
• Communicate customer needs and constraints to internal teams.
• Collaborate with Product, Engineering, Data Science, UX, Account Management, and Sales teams.
• Use support tools to track requests, document resolutions, and maintain communication.
• Maintain and update internal and customer-facing documentation.
• Participate in an on-call rotation to address critical issues outside regular hours.

Requirements

• Commitment to prioritizing the safety and well-being of children.
• Experience in technical customer support with strong troubleshooting skills.
• Clear and thoughtful communication with both technical and non-technical audiences.
• Ability to operate effectively in a fast-paced and changing environment.
• Competence in following established processes for consistent support.
• Time management skills to handle multiple support cases simultaneously.
• Proactive communication with customers regarding updates and feedback.
• Strong documentation practices.
• Problem-solving approach with curiosity and persistence.
• Solid technical or engineering foundation and willingness to grow skills.
• Effective collaboration with teammates and cross-functional partners.
• Empathy and advocacy for user needs balanced with technical realities.

Pay

A reasonable estimate of the compensation range for this role is $83,000 - $115,000 per year. This range depends on factors including location, skills, experience, training, licensure, and certifications.