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Technical Support Engineer

4 hours, 40 minutes ago
Georgia
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
ClickHouse CSS Elasticsearch HTML JavaScript Kafka Koa MongoDB NestJS Node.js React Redis TypeScript Vue.js
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Fundraise Up

Fundraise Up

Fundraise Up specializes in enhancing online donation processes through AI-driven conversion optimization and integrated payment solutions, enabling organizations to maximize their fundraising potential and improve donor engagement.

Capital Markets
51-250
Founded 2017
View All Jobs 87

Description

  • Diagnose and resolve complex technical issues for clients using the platform.
  • Own each support ticket from first response through resolution.
  • Act as a client advocate and the voice of the customer inside the company.
  • Collaborate with internal teams and bring in the right stakeholders when issues require escalation.
  • Provide feedback that informs product improvements and roadmap decisions.
  • Investigate technical problems using code, browser tools, and web technologies.
  • Maintain proactive communication when priorities, timelines, or issue status change.
  • Use AI tools as part of day-to-day support work and continue building fluency with them.

Requirements

  • 3+ years of experience in technical support for a SaaS product.
  • C1-level English, both written and spoken, with the ability to communicate clearly in technical contexts.
  • Russian-speaking team environment.
  • Strong understanding of how the web works, including HTML, CSS, and JavaScript.
  • Comfort reading code and using browser developer tools.
  • Strong analytical and troubleshooting skills.
  • High ownership mindset with the ability to follow through and meet deadlines.
  • Ability to work a fixed schedule from 9:00–18:00 Eastern Time (New York).
  • Experience with Intercom or a similar ticketing system is preferred.
  • Experience writing Help Center or knowledge base articles is preferred.
  • Experience with API troubleshooting or integration support is preferred.

Benefits

  • Up to GEL 5,800 gross per month compensation.
  • 31 days off.
  • 100% paid telemedicine plan.
  • Home office setup assistance for furniture and workspace equipment.
  • English learning courses.
  • Relevant professional education support.
  • Gym or swimming pool benefit.
  • Remote work with co-working support.

Interested in this position?

Apply directly on the company website

Apply Now

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