Senior Technical Support Engineer

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 Pro is looking for an integral addition to our tight-knit but growing Customer Support team. The Senior Technical Support Engineer will become a resident troubleshooting expert. This person must be able to communicate effectively as liaison between our Customer Support and our technical leads, coordinating their work with a small group of developers involved in projects and product support. 

The ideal candidate will be knowledgeable in triage tactics, bug tracking software and 3-5 years experience in technical support engineering or similar roles.

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:
  • Support and mentor other TSEs
  • 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
  • Serve as POC for hotfix escalations
  • Support business critical product functions
  • 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 and L2 was unable to resolve
    • Coach TSE L1 and L2 on resolution
  • Continual communication on cases escalated from TSE L1 and L2
  • Responsible for queue health, in collaboration with TSE L1 and L2 as applicable
  • Own support cases escalated by management

• Write accurate, clear, and detailed JIRA tickets. This includes:
  • Describing the issue, expected results, and steps to reproduce in staging
  • Technical details from advanced tooling
  • Identifying root cause areas of code in Bitbucket
  • Clearly communicated impact and scope
  • Create and complete database updates to track database work
  • Ensure we are meeting expectations for Enterprise and Key Accounts
  • Partner with TAM’s to address and oversee support experiences around issues of concerns for Key accounts

• Ensure we are meeting expectations for Enterprise and Key Accounts
  • Partner with TAM’s to address and oversee support experiences around issues of concerns for Key accounts 

• Be a thought leader. This includes:
  • Actively seek knowledge and feedback from others to further skillset
  • Tackle challenges with a creative open mind to discover practical and innovative solutions
  • Test new ideas with teammates and customers

You 

• 3+ 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 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 accommodationrequests@gofundme.com. 

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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