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Thorn · 6 days ago

Senior Support Engineering Manager- Remote (US based)

United States

Full-time

Remote

Mid, Senior Level

$100K/yr - $138K/yr

Thorn is a nonprofit organization dedicated to defending children from sexual exploitation and abuse. As the Senior Support Engineering Manager, you will lead a team responsible for providing technical support and ensuring exceptional customer experiences, while collaborating with various stakeholders to drive product adoption and continuous improvement.

CharityNon Profit

Growth Opportunities

Responsibilities

Lead a high-performing, collaborative, and inclusive team of support engineers who ensure exceptional customer onboarding, technical support, and sustained product adoption across Thorn’s customer base

Partner closely with customers to guide them through the full sales and product lifecycle, providing expert technical guidance, resolving complex issues, and identifying opportunities to improve long-term adoption and satisfaction

Serve as an expert on customer use cases, helping identify optimal configurations and creative solutions to complex customer use cases during the pre-sales and post-sales process with internal and external stakeholders

Drive continuous improvement and automation of support processes to scale efficiently with a growing customer base, building team expertise and sustainable systems along the way

Collaborate cross-functionally across Product team, Engineering, Data Science, and Sales to align support priorities, streamline handoffs, and ensure cohesive, high-quality customer experiences

Own and continuously improve your team’s operating processes (format, cadence, decision-making forums) to meet evolving team and customer needs

Proactively share your technical expertise on customer use cases with cross-functional stakeholders, including clearly communicating their needs in the product development cycle, balancing their expectations for release timelines, and creatively and collaboratively brainstorming new ways to deliver value

Work with engineers across projects to identify and action opportunities for alignment and workflow improvement, share learnings, and advocate for best practices in our teams and our products

Manage your direct reports through consistent 1-1s, quarterly check-ins, and regular feedback to support their individual needs, help them meet their sprint objectives & business goals, and proactively protect their wellness

Invest in your direct reports’ personal development, working with them to clarify their areas of interest, define opportunities for learning, and support their growth

Support the career development of support engineers with varied technical ambitions by helping define growth paths, identifying stretch opportunities, and creating exposure to adjacent engineering work where appropriate

Define and lead the hiring process for your team, with diversity top of mind, to find the right people as efficiently as possible. You identify opportunities to improve, and ensure that many points of view are involved in the process

Qualification

Technical SupportCustomer OnboardingTeam LeadershipProcess ImprovementTechnical CoachingAWSDockerKubernetesPostgreSQLPython 3Jira Service ManagerCross-Functional CollaborationEmpathyJudgmentDiversity AwarenessCreative Problem SolvingCommunication SkillsAdaptability

Required

You have a commitment to putting the children we serve at the center of everything you do

You communicate clearly, efficiently, and thoughtfully, to technical and non-technical audiences

You have experience communicating with external users, with a love for providing an exceptional experience for the customer

You have a focus on using tech to automate and scale teams, allowing them to handle more without scaling people

You are comfortable with a fast-paced and fluid environment, and adapt to meet the shifting needs of a team

You enjoy creative problem solving for people as well as technical issues, optimizing processes, and helping teams find the best ways to work together to get things done

You demonstrate strong judgement in prioritizing customer needs, technical constraints, and team capacity in a fast-moving environment

You care for people, and want to support your team members to grow and succeed, finding creative pathways for growth and learning alongside day-to-day responsibilities

You are experienced in coaching technical talent with diverse career goals and helping them translate long-term technical ambitions into actionable development plans

You collaborate across different disciplines, including internal and external stakeholders, finding creative solutions while meeting the needs of the support team and customers

You have empathy and can be a strong advocate for our users while balancing the vision and constraints of technical realities

Benefits

Thorn is strengthened by the wide range of experiences and perspectives on our team.

We value the diversity of our professional backgrounds, subject matter expertise, cultures, and perspectives because they help us solve complex problems and serve our mission more effectively.

We provide reasonable accommodations to ensure candidates and employees with disabilities can fully participate in the application process, perform essential job functions, and access all the benefits and privileges of employment.