Technical Support Engineer

This is a fully remote position, open to applicants in Serbia.

📋 Description

• As a Technical Support Engineer at Fundraise Up, you will be more than just a support engineer— you will serve as a product specialist, a client champion, and a technical investigator. Your primary role will be to identify and resolve intricate technical challenges for our clients, ensuring they can maximize their use of our platform. Additionally, you will represent the customer's voice within our organization, offering critical feedback that shapes our product strategy.

• Our support team fosters a culture of ownership and proactivity. You will manage each ticket from initial response to resolution, engage the appropriate team members when necessary, and ensure that no details are overlooked.

• At Fundraise Up, we consider AI as an essential tool rather than an experimental feature. We anticipate that every team member will actively incorporate AI into their daily tasks and enhance their proficiency as these tools progress.

⛳️ Requirements

• A minimum of 3 years of experience in technical support for a SaaS product.

• Proficient in English (C1 level) — both written and spoken, with the ability to communicate effectively and swiftly in a technical environment.

• A solid understanding of web fundamentals: HTML, CSS, JavaScript — comfortable reading code and utilizing browser development tools.

• Exceptional analytical and problem-solving abilities — you investigate issues rather than simply relay information.

• A strong sense of ownership — you ensure follow-through, adhere to deadlines, and communicate proactively when circumstances change.

• Availability to work from 9:00 AM to 6:00 PM Eastern Time (New York), on a fixed schedule.

🏝️ Benefits

• Comprehensive medical insurance for both the employee and their family.

• 20 paid vacation days annually.

• 15 paid public holidays each year.

• 5 company-paid sick leave days.

• Access to English language learning courses.

• Opportunities for relevant professional development.

• Gym or swimming pool membership.

• Home Office Setup Assistance: the company provides support for purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable working environment.

• Access to co-working spaces.

• Flexibility for remote work.