Technical Support Engineer I

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 1. This position investigates, triages, and documents technical issues in production for our non-profit customers. Responsibilities include managing communication with customers and escalation queues, troubleshooting unexpected behavior, writing tickets, coordinating important cases with fellow TSEs, and escalating cases for additional troubleshooting.

Additional duties involve supporting the Customer Experience Org by providing technical training and educating the GoFundMe Pro CX team. Success in this position requires strong troubleshooting skills, effective time management, clear communication, and collaboration with internal GoFundMe Pro teams and customers.

The Job

• Manage initial investigation of escalated cases. This includes:
  • Applying critical thinking and attention to detail to determine root cause of unexpected behavior
  • Responsible for the majority of queue management and first response SLAs
  • Spend as much as 45 minutes investigating, triaging, and documenting newly reported unexpected behavior
  • If unable to resolve within 45 minutes, communicate and escalate with more senior TSEs
  • Continual customer communication on cases not escalated to more senior TSEs
• Write accurate and clear JIRA tickets. This includes:
  • Describing the issue, expected results, and steps to reproduce
  • Technical details like API values, links to errors, and screenshots of errors in the dev console
  • Create and complete Database updates to track database work
• Collaborate internally and cross-functionally. This includes:
  • Triage high priority tickets with more senior TSEs
  • Support Generalists and wider CX Org on a day-to-day basis
  • Familiarize self with internal technical documentation to develop technical skills

You 

• Technical knowledge of software applications, troubleshooting, and basic programming
• Strong written and verbal communication skills
• Customer service experience
• Time management skills and ability to manage multiple priorities
• Teamwork and collaboration skills
• Critical thinking skills
• Attention to detail

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 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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