Technical Support Engineer I

Job not on LinkedIn

🔥 7 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

GoFundMe.org

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded none

🤲 Charity

🤝 Non-profit

🌍 Social Impact

Charity • Non-profit • Social Impact

GoFundMe. org is a registered 501(c)(3) nonprofit organization that operates independently from GoFundMe, Inc and the GoFundMe fundraising platform. It focuses on rapidly raising and distributing funds to assist people and communities in times of crisis, such as natural disasters and social injustices. Since its inception in 2017, GoFundMe. org has raised and distributed over $160 million across more than 150 funds, providing over 15,000 grants to meet urgent needs and support critical social change. The organization collaborates with a wide range of community and corporate partners to drive philanthropic priorities and social impact goals, leveraging GoFundMe, Inc’s technology and resources. GoFundMe. org also accepts various forms of donations, including checks, crypto, donor-advised funds, and wire transfers, to maximize its impact.

📋 Description

• Investigate, triage, and document technical issues in production • Manage communication with customers and escalation queues • Troubleshoot unexpected behavior and write accurate JIRA tickets • Coordinate important cases with fellow Technical Support Engineers • Escalate cases for additional troubleshooting when unresolved within 45 minutes • Manage initial investigation of escalated cases and determine root causes • Manage queue responsibilities and first response SLAs • Maintain continual customer communication on non-escalated cases • Document issues, expected results, reproduction steps, API values, error links, and dev-console screenshots • Create and complete database updates to track database work • Triage high-priority tickets with senior Technical Support Engineers • Support Generalists and the wider Customer Experience organization • Provide technical training and education to the GoFundMe Pro Customer Experience team • Collaborate with internal GoFundMe teams and customers

🎯 Requirements

• Technical knowledge of software applications, troubleshooting, and basic programming • Familiarity with Postman, Jira, observability platforms, and Chat AI LLMs • Enterprise customer service experience • Strong written and verbal communication skills • Urgency to solve customer needs • Time management skills and ability to manage multiple priorities • Teamwork and collaboration skills • Critical thinking skills • Attention to detail

🏖️ Benefits

• Competitive pay • Comprehensive healthcare benefits • Equity • Dental insurance • Vision insurance • Life insurance • 401(k) saving program • Geolocation differentials that increase pay depending on work location • Financial assistance for hybrid work • Family planning financial assistance • Generous parental leave • Flexible time-off policies • Mental health and wellness resources • Learning, development, and recognition programs • Employee resource groups • Volunteering program