Technical Support Engineer I

Remotedxb; Dubai; On-site; AED 220,000 - 331,000; Full time

Benefits offered by this job

Competitive pay and comprehensive care

Hybrid/remote work support

Parental leave and flexible time-off

Mental health resources

Learning and development programs

Equity and 401(k) saving program

Job summary

GoFundMe in Dubai seeks a technical support engineer to investigate escalated cases, determine root causes, manage queues, and ensure first-response SLAs.

You will write detailed JIRA tickets, update databases, collaborate with senior TSEs, and contribute to customer experience training and documentation.

Qualifications

• Technical knowledge of software applications and troubleshooting.
• Basic programming knowledge.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and time management skills.

Responsibilities

• Manage initial investigation of escalated cases and determine root causes.
• Responsible for queue management and first response SLAs.
• Write accurate JIRA tickets including technical details, API values, and reproduction steps.
• Create and complete database updates to track work.
• Collaborate with senior TSEs to triage high priority tickets.
• Support the Customer Experience Org with technical training and documentation.

Skills

Technical knowledge

Programming basics

Communication skills

Time management

Tools

Postman

Jira

Observability platforms

Chat AI LLMs

Job description

Responsibilities

• Manage initial investigation of escalated cases and determine root causes
• Responsible for queue management and first response SLAs
• Write accurate JIRA tickets including technical details, API values, and reproduction steps
• Create and complete database updates to track work
• Collaborate with senior TSEs to triage high priority tickets
• Support the Customer Experience Org with technical training and documentation

Requirements

• Technical knowledge of software applications and troubleshooting
• Basic programming knowledge
• Familiarity with Postman, Jira, observability platforms, and Chat AI LLMs
• Enterprise customer service experience
• Strong written and verbal communication skills
• Ability to manage multiple priorities and time management skills

Benefits

• Competitive pay and comprehensive healthcare benefits
• Financial assistance for hybrid work and family planning
• Generous parental leave and flexible time-off policies
• Mental health and wellness resources
• Learning, development, and recognition programs
• Equity and 401(k) saving program

About the Company

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.