Technical Support Engineer II

Want to help us help others? We’re hiring! 

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010.

Join us! The GoFundMe team is searching for an enthusiastic Technical Support Engineer 2 to help our Care team field questions about the website's more technical products and tools, drive resolution of escalated technical issues, assist nonprofit clients in reaching their potential through product education, and build valuable relationships that keep customers engaged and enthusiastic.  Our Customer Care team genuinely understands our clients’ needs, and advocates on behalf of our clients with our development team to continually improve the customer experience and platform capabilities. 

Technical Support Engineer 2 role is the bridge builder between our customers, care, and product and technology teams. They focus on owning their assigned customer experience as it relates to defects and unexpected behavior. They are technical communicators, mapping customer experiences to technical explanations for engineering teams, and explaining technical concepts to non-technical affected stakeholders. They think critically and apply attention to detail troubleshooting escalated issues, then work to drive resolution with the product and technology team.

This is a hybrid position. Candidates considered for this role will be located in Buenos Aires, Argentina.

The Job

• Customer experience ownership:
• Manage and own a customer or persona’s experience across the platform as it relates to unexpected behavior
• Work with cross functional partners to triage and prioritize defects across the experience

• Collaborate internally and cross functionally. This includes:
  
  • Attend some scrum meetings
  • Support account management teams on calls as necessary
  • Create and maintain internal documentation related to relevant product subject matter and wider technical processes
  • Showcase technical communication skills, effectively getting necessary information across to very technical and very non-technical stakeholders

• Manage escalated cases and queue health. This includes:
  • Deeper troubleshooting of cases TSE L1 was unable to resolve
  • Continual communication on cases escalated from TSE 1
  • Responsible for queue health, in collaboration with TSE 1 as applicable

• Write accurate, clear, and detailed JIRA tickets. This includes:
  • Describing the issue, expected results, and steps to reproduce in staging
  • Technical details like API values, links to errors in bugsnag, screenshots of errors in the dev console, clearly communicated impact and scope
  • Create and complete DBUs to track database work

• Be a thought leader. This includes:
  • Introduce new ideas and solutions through their assignments and/or in group settings
  • Actively seek knowledge and feedback from others to further skillset

You 

• 2+ years of experience in technical support engineering
• Excellent oral and written communication skills. Thoughtful and knowledgeable
• Ability to listen, educate, and empower others
• A process-oriented approach to tasks with the ability to be resourceful when a process doesn’t exist or the answer is unknown
• Demonstrated ability to own and drive performance metrics
• Adaptability and empathy to deliver top-notch experiences to our clients, in a manner that is appropriate for each unique case
• A passion for driving community engagement. You bring fresh ideas and a voice of your own to the table.
• Enthusiasm for innovation, change, and thinking big
• Comfort with a fast-paced office environment and tight deadlines
• Ability to identify trends, investigate anomalies, and present your findings as actionable solutions or processes
• Critical thinking
• Attention to detail

Preferred

• Strong familiarity with, or interest in, the nonprofit community is a plus. 

Why you’ll love it here

• Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year.
• Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere.
• Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together.
• Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits.
• Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being.
• Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow.
• Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.
• Community Engagement: Make a difference through our volunteering and Gives Back programs.

We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose. Be a part of something bigger with us!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences.  We do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at [email protected]. 

Global Data Privacy Notice for Job Candidates and Applicants:

Depending on your location, the General Data Protection Regulation (GDPR) or certain US privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. 

Learn more about GoFundMe:

We’re proud to partner with GoFundMe.org, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org’s activities and impact in their FY ‘24 annual report.

Our annual “Year in Help” report reflects our community’s impact in advancing our mission of helping people help each other.

For recent company news and announcements, visit our Newsroom.

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