Technical Support Engineer I

Technical Support Engineer I

Remote

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 I to help investigate, triage and document technical issues in production. This role manages communication with customers and escalation queues, troubleshoots unexpected behavior, writes tickets, coordinates important cases with fellow TSEs, and escalates cases for additional troubleshooting.

This role also supports the Customer Experience Org, providing technical training, and educating the GoFundMe Pro CX team. This role requires troubleshooting skills, effective time management, clear communication, and collaboration with internal GoFundMe teams and customers.

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

What you'll accomplish:

• 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

What you bring (Required):

• Technical knowledge of software applications, troubleshooting, and basic programming
• Familiarity with Postman, Jira, observability platforms, Chat AI LLMs
• Enterprise customer service experience
• Strong written and verbal communication skills
• Meeting each request with an urgency to solve the customer need
• 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.

The annual U.S. salary range for this full-time position is $59,500 - $82,000. The company also offers equity and other benefits to employees, including healthcare, dental, vision, life insurance and 401(k) saving program. In addition to this wage, there are geolocation differentials that will increase pay depending on the work location. Additionally pay may vary depending on other factors including skills, experience, education, or training. Your recruiter can share more about the specific total compensation package 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 fill out this accommodation form.