Technical Support Engineer Integrations

GoFundMe; Mississippi; Remote; USD 63,000 - 96,000; Full time

Job summary

GoFundMe is seeking a Technical Support Engineer Integrations who acts as a bridge between customers and internal technical teams. This role focuses on troubleshooting escalated issues, managing customer experiences, and collaborating with product and engineering teams to improve the platform.

Benefits

Competitive pay

Comprehensive healthcare benefits

Financial assistance for hybrid work

Generous parental leave

Flexible time-off policies

Mental health and wellness resources

Learning and development programs

Qualifications

• Demonstrated ownership of customer experience and coordinating with engineering teams.
• Process-oriented with resourcefulness in problem-solving.
• Enthusiasm for innovation and change.

Responsibilities

• Manage and own a customer’s experience across the platform.
• Transform technical issues into understandable concepts for clients.
• Write detailed JIRA tickets documenting escalated issues.

Skills

Excellent oral and written communication skills

Ability to explain solutions to complex technical problems

Understanding of SaaS products

Adaptability and empathy

Ability to identify trends

Job description

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! TheGoFundMe Pro team is searching for our next Technical Support Engineer Integrations to join our team as a trusted technical resource to guide our nonprofit customers during critical issues to ensure timely case resolutions. This individual will troubleshoot escalated technical issues, become a subject matter expert in GoFundMe Pro integrations and API, and build valuable relationships with Product Managers to provide input on process and product improvements. Our Technical Support 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 Integrations 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.

Already part of our team? We ask that internal candidates apply via the internal job board to ensure your application is reviewed appropriately.

The Job...

• Become a subject matter expert in all of GoFundMe Pro’s integrations and API offerings (specifically analytics, CRM, and SSO)
• Using defined escalation methodology, escalates complex problems, complaints, and performance trends to Manager
• Vets and validates bugs that are escalated by Care team representatives and brings noisy/problematic issues to the attention of Manager and/or Product Managers
• Participate in the onboarding of new members to the team, and routinely revisit onboarding content and resources.
• Disseminate updates and training from meetings and learnings with the wider team
• Develops recommendations for enhancements to company technology and communicates them to Manager
• Works closely with Product Manager to make suggestions on bug prioritizations and new feature development

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 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 general queue health. This includes:
  • Answering questions from a wide-range of nonprofits about both native and 3rd party integrations and our API, including “How do I?” questions and technical troubleshooting
  • Deeper troubleshooting of cases TSE L1 was unable to resolve
  • Coach TSE L1 on resolution
  • 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 APIv2 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...

• Excellent oral and written communication skills
• Ability to explain solutions to complextechnicalproblems
• Understanding of SaaS products– possess a technical understanding of integrated systems
• A process-oriented approach to tasks with the ability to be resourceful when a process doesn’t exist or the answer is unknown
• Demonstrated ownership and can coordinate successfully with engineering and product teams to drive resolution of customer issues and requests
• 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.
• Enthusiasm for innovation, change, and thinking big
• Ability to identify trends, investigate anomalies, and present your findings as actionable solutions or processes

Preferred...

• Experience supporting integrations (Analytics and CRM’s)
• Experience with analytics (Google Ads, GA4, Google Tag Manager, Facebook CAPI)

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.

The total annual salary for this full-time position is $63,000 - $96,000 + equity + benefits. As this is a remote position, the salary range was determined by role, level, and possible location across the US. Individual pay is determined by work location and additional factors including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range based on your location during the hiring process.

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 [e-mail] .

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 .

For recent company news and announcements, visit our Newsroom .

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound May 1, 2025.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

#LI-REMOTE

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Location (City) *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile *

Website

Do you require any employment authorization sponsorship now or in the future? * Select...

How did you hear about this job? If you heard about this role from a current GoFundMe employee, please list their name here as well. *

Where are you located? *

Our mission at GoFundMe is, "Help people help each other." Can you share a time when you've helped someone recently, big or small?

By typing my name below I have reviewed this application personally, and I agree that all statements I have made on this application, in my resume, and other supplementary materials submitted by me are true and correct. I understand that any misrepresentation or omission of facts may be cause for a refusal to hire me or the termination of employment at any time during the period of my employment. I authorize Classy to verify, in any manner, all statements made by me. I authorize any and all former employers, references, or educational institutions to release all information relevant to my employment or education to Classy, without giving me prior notice. *

U.S. Standard Demographic Questions

We invite applicants to share their demographic background. If you choose to complete this survey, your responses may be used to identify areas of improvement in our hiring process.

How would you describe your gender identity? (mark all that apply) Select...

How would you describe your racial/ethnic background? (mark all that apply) Select...

How would you describe your sexual orientation? (mark all that apply) Select...

Do you identify as transgender? Select...

Do you have a disability or chronic condition (physical, visual, auditory, cognitive, mental, emotional, or other) that substantially limits one or more of your major life activities, including mobility, communication (seeing, hearing, speaking), and learning? Select...

Are you a veteran or active member of the United States Armed Forces? Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in GoFundMe’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Voluntary Self-Identification of Disability

Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp .

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

• Alcohol or other substance use disorder (not currently using drugs illegally)
• Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
• Blind or low vision
• Cancer (past or present)
• Cardiovascular or heart disease
• Celiac disease
• Cerebral palsy
• Deaf or serious difficulty hearing
• Diabetes
• Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
• Epilepsy or other seizure disorder
• Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
• Intellectual or developmental disability
• Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
• Missing limbs or partially missing limbs
• Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
• Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
• Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
• Partial or complete paralysis (any cause)
• Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
• Short stature (dwarfism)
• Traumatic brain injury

Disability Status Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.