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Technical Support Engineer

9 hours, 3 minutes ago
Spain
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
Bull 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 95

Description

  • Diagnose and resolve complex technical issues for clients using the Fundraise Up platform.
  • Own support tickets from first response through resolution and coordinate with the right internal stakeholders when needed.
  • Serve as a product expert and client advocate for nonprofit customers and partners.
  • Investigate issues deeply rather than only relaying information, using analytical and troubleshooting skills to identify root causes.
  • Communicate clearly and proactively with customers and internal teams in a technical context.
  • Provide customer feedback that helps shape the product roadmap and improve the platform.
  • Use AI tools actively in day-to-day support work as a default part of the role.
  • Maintain high ownership by meeting deadlines and ensuring issues do not fall through the cracks.

Requirements

  • 3+ years of experience in technical support for a SaaS product.
  • C1-level English, both written and spoken, with the ability to communicate quickly and clearly in a technical context.
  • 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 consistent follow-through and proactive communication.
  • Ability to work a fixed 9:00–18:00 Eastern Time (New York) schedule.
  • 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

  • Compensation of up to €2,600 gross per month, depending on experience, skills, qualifications, and location.
  • Private medical insurance for the employee and their family.
  • 23 paid vacation days per year, plus 11 paid public holidays and 5 company-paid sick leave days.
  • English learning courses and relevant professional education.
  • Gym or swimming pool benefit.
  • Home office setup assistance, including support for furniture and equipment purchases.
  • Co-working support and remote working flexibility.
  • Equity options and a long-term focus on sustained contribution.

Interested in this position?

Apply directly on the company website

Apply Now

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