Technical Support Engineer I

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

📋 Description

• Investigate, assess, and document technical issues occurring in production.

• Facilitate communication with customers and manage escalation queues.

• Diagnose unexpected behaviors and create precise JIRA tickets.

• Collaborate with fellow Technical Support Engineers on critical cases.

• Escalate unresolved cases for further troubleshooting if not resolved within 45 minutes.

• Oversee the initial investigation of escalated cases and identify root causes.

• Handle queue responsibilities and ensure adherence to first response SLAs.

• Maintain ongoing communication with customers regarding non-escalated cases.

• Document issues, anticipated outcomes, reproduction steps, API values, error links, and screenshots from the developer console.

• Create and finalize database updates to track database activities.

• Assess high-priority tickets in collaboration with senior Technical Support Engineers.

• Provide support to Generalists and the broader Customer Experience team.

• Deliver technical training and educational resources to the GoFundMe Pro Customer Experience team.

• Work alongside internal GoFundMe teams and customers.

⛳️ Requirements

• Proficient technical knowledge of software applications, troubleshooting, and fundamental programming.

• Familiarity with Postman, Jira, observability platforms, and Chat AI LLMs.

• Experience in enterprise customer service.

• Excellent written and verbal communication abilities.

• A strong sense of urgency to address customer needs.

• Effective time management skills and capability to juggle multiple priorities.

• Strong teamwork and collaboration capabilities.

• Proficient critical thinking skills.

• Keen attention to detail.

🏝️ Benefits

• Competitive compensation.

• Comprehensive healthcare coverage.

• Equity participation.

• Dental insurance.

• Vision insurance.

• Life insurance.

• 401(k) savings plan.

• Geolocation differentials that enhance pay based on work location.

• Financial support for hybrid work arrangements.

• Financial assistance for family planning.

• Generous parental leave policy.

• Flexible time-off options.

• Resources for mental health and wellness.

• Opportunities for learning, development, and recognition.

• Employee resource groups.

• Volunteering program.