Technical Support Engineer Integrations

Technical Support Engineer Integrations 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.

Already part of our team? We ask that internal candidates apply via the internal job board to ensure your application is reviewed appropriately.

The Job…

• Become a subject matter expert in all of GoFundMe Pro’s integrations and API offerings (specifically analytics, CRM, and SSO)
• Using defined escalation methodology, escalates complex problems, complaints, and performance trends to Manager
• Vets and validates bugs that are escalated by Care team representatives and brings noisy/problematic issues to the attention of Manager and/or Product Managers
• Participate in the onboarding of new members to the team, and routinely revisit onboarding content and resources.
• Disseminate updates and training from meetings and learnings with the wider team
• Develops recommendations for enhancements to company technology and communicates them to Manager
• Works closely with Product Manager to make suggestions on bug prioritizations and new feature development

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 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 general queue health. This includes:
  • Answering questions from a wide-range of nonprofits about both native and 3rd party integrations and our API, including “How do I?” questions and technical troubleshooting
  • 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 APIv2 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 feedback from others to further skillset

You…

• 2 years customer facing technical support experience
• Excellent oral and written communication skills
• Ability to explain solutions to complex technical problems
• Understanding of SaaS products– possess a technical understanding of integrated systems
• A process-oriented approach to tasks with the ability to be resourceful when a process doesn’t exist or the answer is unknown
• Demonstrated ownership and can coordinate successfully with engineering and product teams to drive resolution of customer issues and requests
• 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.
• Enthusiasm for innovation, change, and thinking big
• Ability to identify trends, investigate anomalies, and present your findings as actionable solutions or processes

Preferred… 

• Experience supporting integrations (Analytics and CRM’s)
• Experience with analytics (Google Ads, GA4, Google Tag Manager, Facebook CAPI)

Why you’ll love it here

• 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: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being.
• Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow.
• Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.
• Community Engagement: Make a difference through our volunteering and Gives Back programs.

We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose. Be a part of something bigger with us!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences.  We do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

The total annual salary for this full-time position is $63,000 – $96,000