Technical Support Engineer

📋 Description

• • Join Fundraise Up as a Technical Support Engineer and become an integral part of a global mission to revolutionize nonprofit fundraising. We are seeking a dedicated and technically adept individual to provide expert support to our diverse clientele, ensuring they maximize the value derived from our cutting-edge platform. This role is more than just troubleshooting; it's about being a product champion, a client advocate, and a crucial link between our users and our product development teams.
• • As a Technical Support Engineer, you will be the frontline of our client success, addressing complex technical challenges with precision and empathy. Your primary responsibility will be to diagnose, troubleshoot, and resolve technical issues reported by our users, ensuring a seamless and effective fundraising experience. This involves a deep dive into the intricacies of our platform, understanding how it integrates with various web environments, and providing clear, actionable solutions.
• • You will guide clients through the implementation process, offering expert advice on integrating our fundraising solutions across a wide spectrum of web platforms. This includes assisting with standard website integrations as well as more complex setups involving website builders like Wix and WordPress, demonstrating a versatile understanding of web technologies and client needs.
• • A critical aspect of this role is your ability to act as a technical detective. You will be tasked with expertly reproducing reported technical issues, meticulously investigating their root causes, and then translating these findings into clear, well-structured, and detailed reports for our engineering and development teams. This collaborative process is vital for identifying and rectifying bugs, thereby enhancing platform stability and performance.
• • Delivering world-class support is paramount. You will engage with users, responding to their requests with a blend of technical accuracy and genuine empathy. Your goal will be to not only solve their immediate problems but also to understand their underlying needs, guiding them towards the most effective solutions and best practices for utilizing our platform.
• • Beyond direct support, you will play a significant role in shaping the future of our product. By actively participating in product meetings, you will bring invaluable user feedback, insights, and real-world usage patterns to the table. This input directly influences the prioritization of new features, the refinement of existing functionalities, and the overall product roadmap, ensuring our platform continues to meet and exceed the evolving needs of nonprofits.
• • You will be instrumental in building and maintaining our knowledge base. This includes contributing to our public help desk documentation, updating FAQs, and enriching our internal knowledge base. Comprehensive and accessible documentation empowers both our users to find answers independently and our internal teams to provide consistent, high-quality support.
• • Furthermore, you will serve as a key product resource for various internal teams. Your deep understanding of the platform will make you the go-to expert for product-related inquiries from sales, marketing, and customer success, fostering a cohesive and informed company-wide understanding of our offerings.
• • This role requires a proactive approach, meticulous attention to detail, and a strong sense of ownership. You will manage your tasks efficiently, ensuring timely resolution of issues and contributing to a culture of reliability and accountability. We are looking for a professional who takes immense pride in their work and is committed to delivering excellence.
• • Fundraise Up is a global fundraising platform dedicated to making donating fast, seamless, and accessible. Our technology powers millions of dollars in donations monthly for leading nonprofits worldwide, including UNICEF and the Alzheimer’s Association. We are recognized for our innovation, focusing on aspects like faster load times, higher conversion rates, global payment support, and accessibility-first design. Our platform is built on a robust tech stack including Node.js, MongoDB, Vue.js, React, TypeScript, Kafka, and Elasticsearch, reflecting our commitment to modern, scalable solutions.
• • You will be joining a distributed team of over 160 product professionals, including 80+ engineers, primarily based across Europe. We foster a culture of deep technical curiosity, knowledge sharing, and thoughtful collaboration. Despite our scale, we operate with the focus and agility of a small team, where every contribution matters and every voice is heard. We value strong engineering practices, a product mindset, and mutual respect. Regular engineering forums provide a platform for sharing learnings and celebrating achievements, ensuring a continuous cycle of growth and improvement.
• • This is an exciting opportunity to contribute to a product with a significant social impact, working alongside experienced professionals in a supportive and transparent environment. Your work will directly enable nonprofits to achieve their fundraising goals and further their missions.