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Technical Support Engineer Integrations

Technical Support Engineer Integrations role at GoFundMe.
GoFundMe
Remote
United States
USD 63,000 - 96,000
Job Description
GoFundMe is seeking a Technical Support Engineer Integrations to join their GoFundMe Pro team. This role serves as a technical resource, guiding nonprofit customers through critical issues and ensuring timely resolutions. The engineer will troubleshoot escalated technical problems, become an expert in GoFundMe Pro integrations and API, and collaborate with Product Managers to improve processes and products. They will act as a bridge between customers, care teams, and product/technology teams, translating customer experiences into technical explanations for engineering and explaining technical concepts to non-technical stakeholders.

Role involves:
  • Becoming a subject matter expert in GoFundMe Pro’s integrations and API offerings.
  • Escalating complex problems and performance trends using defined methodology.
  • Validating bugs escalated by the Care team.
  • Participating in onboarding new team members and updating onboarding content.
  • Developing recommendations for technology enhancements.
  • Managing customer experience related to unexpected behavior.
  • Triaging and prioritizing defects.
  • Supporting account management teams.
  • Creating and maintaining internal documentation.
  • Managing escalated cases and queue health.
  • Writing detailed JIRA tickets.
  • Introducing new ideas and solutions.

Requirements:
  • 2 years of customer-facing technical support experience.
  • Excellent communication skills.
  • Understanding of SaaS products and integrated systems.
  • Process-oriented approach.
  • Demonstrated ownership and coordination with engineering and product teams.
  • Adaptability and empathy.
  • Enthusiasm for innovation and change.
  • Ability to identify trends and present actionable solutions.

GoFundMe offers:
  • Impactful work in a mission-driven organization.
  • Innovative and collaborative environment.
  • Competitive pay and comprehensive healthcare benefits.
  • Financial assistance for hybrid work and family planning.
  • Generous parental leave and flexible time-off policies.
  • Mental health and wellness resources.
  • Growth opportunities through learning and development programs.
  • Commitment to diversity, equity, and inclusion.
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GoFundMe

GoFundMe is a platform focused on enabling people to support causes and individuals. It empowers millions to make a positive impact by facilitating fundraising for various needs, particularly for non-profit organizations. The company provides a SaaS solution to aid non-profits in creating impactful fundraising events and building strong relationships with donors. GoFundMe emphasizes customer engagement and delivers solutions through its dedicated teams and resources.

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