Technical Support Engineer II — Escalation Expert

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

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.