Technical Support Engineer II

Want to help us help others? We’re hiring!

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010.

Join us! The GoFundMe team is searching for our next Technical Support Engineer II to help our Care team field questions about the website's more technical products and tools, drive resolution of escalated technical issues, assist nonprofit clients in reaching their potential through product education, and build valuable relationships that keep customers engaged and enthusiastic. Our Customer Care 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 II 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.

What you'll accomplish

• 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 some 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 queue health. This includes:

• 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 API 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...