Senior Support Engineer - Tooling & Automation

Role overview Provide deep technical support and build the internal tooling that scales a nonprofit's product suite used by industry and law enforcement partners to combat online child sexual abuse. The role blends customer-facing technical guidance with hands-on automation and workflow engineering, including thoughtful use of AI where it meaningfully improves outcomes.

Responsibilities - Guide customers through the full journey for products like Safer and Detect, supporting both standard and complex implementations. - Resolve nuanced technical issues independently and escalate appropriately to Product, Engineering, or Account Managers. - Design, build, and maintain internal Support tooling, translating recurring needs into scalable technical solutions. - Identify and deliver automation improvements that increase team efficiency, scalability, and overall support quality. - Apply AI and emerging technologies to workflows where they provide meaningful value. - Serve as a technical advocate for customers, communicating needs and constraints to internal teams. - Lead complex, high-impact customer use cases as a go-to resource for advanced troubleshooting. - Collaborate with Product, Engineering, Data Science, UX, Account Managers, and Sales on a cohesive customer experience. - Own and expand internal and customer-facing documentation, including onboarding and best-practice guides. - Mentor other Support Engineers and help raise the team's collective technical judgment.

Requirements - Commitment to centering the well-being of children in every aspect of the work. - Strong background providing technical support with the ability to diagnose complex issues and determine when to escalate. - Experience building, maintaining, or improving Support-focused or internal tooling. - Ability to collaborate across product, engineering, data science, UX, and account management partners. - Empathy for users balanced with pragmatic understanding of technical constraints. - Comfort working in a remote-first environment with periodic travel for team gatherings and conferences.

Nice to have - Hands-on familiarity with the technology stack used by the team: Jira Service Manager, GitHub, Docusaurus, Kubernetes, Docker, Terraform, AWS, Google Cloud, Pub/Sub, SQS, Kafka, RabbitMQ, Node, Python 3, TypeScript, PostgreSQL, Elasticsearch, and AI or generative AI APIs.

Benefits and work setup - Estimated compensation range of $79,000–$109,250 per year, depending on location and experience. - Remote-first work model with occasional travel for company-wide gatherings, team meetings, or conferences. - Broad benefits package supporting wellness, care, and professional growth in a mission-driven nonprofit.