Technical Support Engineer, GoFundMe

• 2 years customer facing technical support experience
• Excellent oral and written communication skills
• Ability to explain solutions to complex technical problems
• Understanding of SaaS products– possess a technical understanding of integrated systems
• A process-oriented approach to tasks with the ability to be resourceful when a process doesn’t exist or the answer is unknown
• Demonstrated ownership and can coordinate successfully with engineering and product teams to drive resolution of customer issues and requests
• Demonstrated ability to own and drive performance metrics
• Adaptability and empathy to deliver top-notch experiences to our clients, in a manner that is appropriate for each unique case
• Enthusiasm for innovation, change, and thinking big
• Ability to identify trends, investigate anomalies, and present your findings as actionable solutions or processes

Desirable

• The GoFundMe Pro team is searching for our next Technical Support Engineer Integrations to join our team as a trusted technical resource to guide our nonprofit customers during critical issues to ensure timely case resolutions
• This individual will troubleshoot escalated technical issues, become a subject matter expert in GoFundMe Pro integrations and API, and build valuable relationships with Product Managers to provide input on process and product improvements
• Our Technical Support team genuinely understands our clients’ needs, and advocates on behalf of our clients with our development team to continually improve the customer experience and platform capabilities
• Technical Support Engineer Integrations role is the bridge builder between our customers, care, and product and technology teams
• They focus on owning their assigned customer experience as it relates to defects and unexpected behavior
• They are technical communicators, mapping customer experiences to technical explanations for engineering teams, and explaining technical concepts to non-technical affected stakeholders
• They think critically and apply attention to detail troubleshooting escalated issues, then work to drive resolution with the product and technology team
• Become a subject matter expert in all of GoFundMe Pro’s integrations and API offerings (specifically analytics, CRM, and SSO)
• Using defined escalation methodology, escalates complex problems, complaints, and performance trends to Manager
• Vets and validates bugs that are escalated by Care team representatives and brings noisy/problematic issues to the attention of Manager and/or Product Managers
• Participate in the onboarding of new members to the team, and routinely revisit onboarding content and resources
• Disseminate updates and training from meetings and learnings with the wider team
• Develops recommendations for enhancements to company technology and communicates them to Manager
• Works closely with Product Manager to make suggestions on bug prioritizations and new feature development
• Customer experience ownership:
• Manage and own a customer or persona’s experience across the platform as it relates to unexpected behavior
• Work with cross functional partners to triage and prioritize defects across the experience
• Collaborate internally and cross functionally. This includes:
• Attend scrum meetings
• Support account management teams on calls as necessary
• Create and maintain internal documentation related to relevant product subject matter and wider technical processes
• Showcase technical communication skills, effectively getting necessary information across to very technical and very non-technical stakeholders
• Manage escalated cases and general queue health. This includes:
• Answering questions from a wide-range of nonprofits about both native and 3rd party integrations and our API, including “How do I?” questions and technical troubleshooting
• Deeper troubleshooting of cases TSE L1 was unable to resolve
• Coach TSE L1 on resolution
• Continual communication on cases escalated from TSE 1
• Responsible for queue health, in collaboration with TSE 1 as applicable
• Write accurate, clear, and detailed JIRA tickets. This includes:
• Describing the issue, expected results, and steps to reproduce in staging
• Technical details like APIv2 values, links to errors in bugsnag, screenshots of errors in the dev console, clearly communicated impact and scope
• Create and complete DBUs to track database work
• Be a thought leader. This includes:
• Introduce new ideas and solutions through their assignments and/or in group settings
• Actively seek knowledge and feedback from others to further skillset

• We ask that internal candidates apply via the internal job board to ensure your application is reviewed appropriately