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GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other.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 behaviorWork with cross functional partners to triage and prioritize defects across the experienceCollaborate internally and cross functionally. This includes:Attend some scrum meetingsSupport account management teams on calls as necessaryCreate and maintain internal documentation related to relevant product subject matter and wider technical processesShowcase technical communication skills, effectively getting necessary information across to very technical and very non-technical stakeholdersManage escalated cases and queue health. This includes:Deeper troubleshooting of cases TSE I was unable to resolveCoach TSE I on resolutionContinual communication on cases escalated from TSE IResponsible for queue health, in collaboration with teammatesWrite accurate, clear, and detailed JIRA tickets. This includes:Describing the issue, expected results, and steps to reproduce in stagingTechnical details like API values, links to errors in coralogix and bugsnag, screenshots of errors in the dev console, clearly communicated impact and scopeCreate and complete DBUs to track database workBe a thought leader. This includes:Introduce new ideas and solutions through their assignments and/or in group settingsActively seek knowledge and feedback from others to further skillsetWhat you must bring to the table:2+ years of experience in technical support engineeringFamiliarity with Postman, Jira, observability platforms, APIs, SQL, Github, and Chat AI LLMsEnterprise customer service experienceExcellent oral and written communication skills. Thoughtful and knowledgeableAbility to listen, educate, and empower othersA process-oriented approach to tasks with the ability to be resourceful when a process doesn’t exist or the answer is unknownDemonstrated ability to own and drive performance metricsAdaptability and empathy to deliver top-notch experiences to our Enterprise clients, in a manner that is appropriate for each unique caseA 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 deadlinesAbility to identify trends, investigate anomalies, and present your findings as actionable solutions or processesConfidence to identify and escalate high impact issues proactivelyMeeting each request with an urgency to solve the customer needCritical thinkingAttention to detailBonus points:Strong familiarity with, or interest in, the nonprofit community is a plus.Why you’ll love it hereMake 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!
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