Technical Support Engineer II

GoFundMe; Municipio de Esquel; Presencial; ARS 134.860.000 - 179.813.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare benefits

Hybrid work

Parental leave

Wellness resources

Learning & development

Volunteering program

Descripción de la vacante

GoFundMe is seeking a Technical Support Engineer II to bridge customers, care, and product teams, owning experiences related to defects and unexpected behavior. You will translate technical concepts for non-technical stakeholders and drive resolutions with the product and technology teams.

You will work across the platform to triage defects, create clear Jira tickets, and contribute to internal documentation.

Formación

• 2+ years of experience in technical support engineering.
• Experience with Postman, Jira, observability platforms, APIs, SQL, Github, and AI LLMs.
• Enterprise customer service experience.
• Excellent oral and written communication skills.
• Ability to listen, educate, and empower others.
• Process-oriented with resourcefulness when processes don’t exist.
• Ability to own and drive performance metrics.
• Empathy and adaptability for enterprise clients.

Responsabilidades

• Own customer experience across the platform relating to unexpected behavior.
• Triages and prioritizes defects across the experience with cross-functional partners.
• Attend scrum meetings and support account management calls as needed.
• Create and maintain internal documentation on product topics and processes.
• Write clear Jira tickets with reproduction steps and technical details.
• Coach junior teammates on resolution approaches.
• Identify trends and provide actionable solutions to engineers.

Conocimientos

Technical support

Postman

Jira

APIs

SQL

GitHub

LLMs

Enterprise CX

Communication

Problem solving

Herramientas

Observability platforms

Coralogix

Bugsnag

Descripción del empleo

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 team is searching for our next Technical Support Engineer II 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.

The Technical Support Engineer II 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.

What You’ll Accomplish

• 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 I was unable to resolve
    • Coach TSE I on resolution
  • Continual communication on cases escalated from TSE I
  • Responsible for queue health, in collaboration with teammates
• 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 coralogix and 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

What You Must Bring To The Table

• 2+ years of experience in technical support engineering
• Familiarity with Postman, Jira, observability platforms, APIs, SQL, Github, and Chat AI LLMs
• Enterprise customer service experience
• 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 Enterprise 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
• Confidence to identify and escape high impact issues proactively
• Meeting each request with an urgency to solve the customer need
• Critical thinking
• Attention to detail

Bonus Points

• 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 program.

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 fill out this accommodation form.

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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 ‘25 annual report.

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

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