Senior Technical Support Engineer - Applications

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 Pro team is looking for an integral addition to our tight-knit but growing Customer Support team helping deliver reliable support and solutions for our nonprofit customers. The Senior Technical Support Engineer will become a resident troubleshooting expert and must be able to communicate effectively as a liaison between our Customer Support and our technical leads, coordinating their work with a small group of developers involved in projects and product support. We’re looking for someone who brings 3–5 years of experience in technical support engineering or a similar role, along with strong expertise in issue triage and bug tracking tools.

The Job

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:

• Support and mentor other TSEs
• 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
• Serve as POC for hotfix escalations
• Support business critical product functions
• 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 and L2 was unable to resolve
  • Coach TSE L1 and L2 on resolution
• Continual communication on cases escalated from TSE L1 and L2
• Responsible for queue health, in collaboration with TSE L1 and L2 as applicable
• Own support cases escalated by management

Write accurate, clear, and detailed JIRA tickets. This includes:

• Describing the issue, expected results, and steps to reproduce in staging
• Technical details from advanced tooling
• Identifying root cause areas of code in Github
• Clearly communicated impact and scope
• Create and complete database updates to track database work

Ensure we are meeting expectations for Enterprise and Key Accounts

• Partner with technical account managers to address and oversee support experiences around issues of concerns for Key accounts

Be a thought leader. This includes:

• Actively seek knowledge and feedback from others to further skillset
• Tackle challenges with a creative open mind to discover practical and innovative solutions
• Test new ideas with teammates and customers

You 

• 3+ years of experience in technical support engineering
• Proven experience with SaaS application integrations
• Expertise in CRM platforms, such as Salesforce
• Excellent oral and written communication skills. 
• Thoughtful and knowledgeable
• Ability to listen, educate, and empower others
• A process-oriented approach to tasks with the ability to be resourceful when a process doesn’t exist or the answer is unknown
• 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
• A passion for driving community engagement. You bring fresh ideas and a voice of your own to the table.
• Enthusiasm for innovation, change, and thinking big
• Comfort with a fast-paced office environment and tight deadlines