Technical Support Engineer I

9 hours, 43 minutes ago
Full-time
Junior
Customer and Technical Support
GoFundMe

GoFundMe

GoFundMe is the easiest way to raise money online with no deadlines or goals, ensuring every donation is kept. It has raised $4 billion from 40M donors, backed by The GoFundMe Guarantee.

Capital Markets
251-1K
Founded 2010

Description

  • Investigate, triage, and document newly reported production issues.
  • Determine root cause of unexpected behavior using critical thinking and attention to detail.
  • Manage queue handling, first response SLAs, and customer communication for escalated cases.
  • Escalate unresolved cases to more senior Technical Support Engineers within 45 minutes.
  • Write clear JIRA tickets with issue details, expected results, reproduction steps, and technical evidence.
  • Create and complete database updates to track database work.
  • Collaborate with senior TSEs on high-priority tickets and case triage.
  • Support Generalists and the wider Customer Experience organization on a day-to-day basis.
  • Provide technical training and educate the GoFundMe Pro CX team.
  • Use internal technical documentation to build technical skills.

Requirements

  • Technical knowledge of software applications, troubleshooting, and basic programming.
  • Familiarity with Postman, Jira, observability platforms, and Chat AI LLMs.
  • Enterprise customer service experience.
  • Strong written and verbal communication skills.
  • Ability to work with urgency to solve customer needs.
  • Time management skills and ability to manage multiple priorities.
  • Teamwork and collaboration skills.
  • Critical thinking skills.
  • Attention to detail.

Benefits

  • Annual U.S. salary range of $59,500 to $82,000.
  • Equity and other benefits.
  • Healthcare, dental, vision, life insurance, and a 401(k) savings program.
  • Financial assistance for hybrid work and family planning.
  • Generous parental leave.
  • Flexible time-off policies.
  • Mental health and wellness resources.
  • Learning, development, and recognition programs.

Interested in this position?

Apply directly on the company website

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