Technical Support Engineer I

About the role

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. The GoFundMe Pro team is searching for a Technical Support Engineer I to investigate, triage, and document technical issues in production. This role manages communication with customers and escalation queues, troubleshoots unexpected behavior, writes tickets, coordinates important cases with fellow TSEs, and escalates cases for additional troubleshooting. Additionally, this role supports the Customer Experience Org by providing technical training and educating the GoFundMe Pro CX team.

Responsibilities

• Manage initial investigation of escalated cases:
  • Apply critical thinking and attention to detail to determine the root cause of unexpected behavior.
  • Responsible for the majority of queue management and first response SLAs.
  • Spend up to 45 minutes investigating, triaging, and documenting newly reported unexpected behavior.
  • If unable to resolve within 45 minutes, communicate and escalate with more senior TSEs.
  • Continual customer communication on cases not escalated to more senior TSEs.
• Write accurate and clear JIRA tickets:
  • Describe the issue, expected results, and steps to reproduce.
  • Include technical details like API values, links to errors, and screenshots of errors in the dev console.
  • Create and complete database updates to track database work.
• Collaborate internally and cross-functionally:
  • Triage high-priority tickets with more senior TSEs.
  • Support Generalists and the wider CX Org on a day-to-day basis.
  • Familiarize yourself with internal technical documentation to develop 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 meet each request with an urgency to solve the customer need.
• Time management skills and ability to manage multiple priorities.
• Teamwork and collaboration skills.
• Critical thinking skills.
• Attention to detail.

Benefits

• Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year.
• Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere.
• Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together.
• Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits.
• Holistic Support: Financial assistance for hybrid work, family planning, generous parental leave, flexible time-off policies, and mental health and wellness resources.
• Growth Opportunities: Participate in learning, development, and recognition programs.
• Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.
• Community Engagement: Make a difference through our volunteering program.

Pay

The annual U.S. salary range for this full-time position is $59,500 - $82,000. The company also offers equity and other benefits to employees, including healthcare, dental, vision, life insurance, and a 401(k) savings program. Geolocation differentials may increase pay depending on the work location. Pay may also vary based on skills, experience, education, or training.