Technical Support Engineer

Who you are

• This role requires troubleshooting skills, effective time management, clear communication, and collaboration with internal GoFundMe teams and customers
• 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

What the job involves

• 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
• 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

Benefits

• Wide range of health insurance options, including medical, dental, and vision (GoFundMe covers 100% of employee premiums, and 80% of spouse and dependents)
• $600 annual fitness and wellness reimbursement
• Weekly massages
• Standing desks
• Fully-stocked kitchens & daily lunches
• Team off-sites & monthly social events
• Many of our offices are dog friendly
• 10 paid holidays, 17 days of accrued vacation per year, unlimited sick time & three volunteer days
• Enhanced parental leaves
• $50/month for employees commuting to and from work (public transit and/or parking)
• Caltrain GoPasses for our Bay Area commuters
• "Gives Back" program, where employees nominate fundraisers weekly for donations from GoFundMe
• Quarterly volunteer events in each office to give back to our local communities
• 401(k) retirement plan with company matching
• Access to learning tools and resources, including a subscription to Udemy, guest speakers, and internal brown bag sessions