Technical Support Engineer

FundraiseUp Inc.

Job Overview

Location

Argentina - Remote

Job Type

Full-time

Full Job Description

📋 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 highly motivated and technically adept individual to provide exceptional support to our diverse clientele, ensuring they maximize the value derived from our cutting-edge platform. This role is far more than traditional customer service; it's an opportunity to be a product expert, a client champion, and a crucial link between our users and our product development team.
• As a Technical Support Engineer, you will be at the forefront of client interaction, addressing complex technical challenges with precision and empathy. Your primary responsibility will be to diagnose, troubleshoot, and resolve issues that arise during the implementation and ongoing use of the Fundraise Up platform. This involves a deep dive into technical intricacies, understanding how our platform integrates with various web environments, and guiding clients through solutions that are both effective and efficient.
• A significant aspect of this role involves providing expert guidance on product implementation. You will assist clients in integrating our platform seamlessly into their existing web infrastructure, whether they are using standard website development practices or popular builders like Wix and WordPress. This requires a solid understanding of web technologies and the ability to translate technical requirements into actionable steps for clients.
• You will be tasked with the critical function of diagnosing and escalating bugs. This involves meticulously reproducing reported technical issues, conducting thorough investigations to pinpoint the root cause, and then crafting clear, concise, and well-structured bug reports for our engineering teams. Your ability to effectively communicate technical details will be paramount in ensuring swift and accurate resolution of software defects.
• Delivering world-class support is at the core of this position. You will respond to user inquiries with a combination of technical accuracy and genuine understanding of their needs. This means actively listening, asking probing questions, and digging deep to uncover the underlying requirements and challenges clients face, ultimately guiding them towards the most beneficial solutions.
• This role offers a unique opportunity to influence product development. By actively participating in product meetings and channeling client feedback, you will play a direct role in shaping the future of the Fundraise Up platform. Your insights and observations from the front lines of customer support will be invaluable in identifying areas for improvement and advocating for new features that enhance user experience and platform capabilities.
• Building and maintaining our knowledge base is another key responsibility. You will contribute to and manage our public help desk, FAQs, and internal knowledge base. This proactive approach ensures that both our users and internal teams have access to accurate and up-to-date information, empowering them to find solutions independently and reducing reliance on direct support.
• Furthermore, you will serve as a vital product resource for other teams within Fundraise Up. Your in-depth knowledge of the platform will make you the go-to expert for product-related questions, fostering better cross-functional understanding and collaboration.
• Fundraise Up is a global leader in providing a seamless and accessible fundraising platform for nonprofits. Our technology powers millions of dollars in donations monthly, driven by innovation focused on speed, conversion rates, global payment support, and accessibility. We are trusted by leading organizations like UNICEF and the Alzheimer's Association, and our commitment to quality is reflected in our high ratings on software review platforms.
• We operate in the enterprise segment, serving nonprofits across North America, the UK, Australia, and Europe. Our product ecosystem is complex and robust, encompassing a modern checkout experience, customizable widgets, donor portals, admin tools, and internal applications. The technology stack is modern and efficient, utilizing Node.js, MongoDB, Vue.js, React, TypeScript, Kafka, Bull, Elasticsearch, and ClickHouse.
• You will be joining a diverse, distributed team of over 160 product professionals, including 80+ engineers, primarily based in Europe. We foster a culture of technical curiosity, knowledge sharing, and deep collaboration. Despite our scale, we maintain a focused, team-oriented environment where every contribution is valued. We prioritize quality, mentorship, and mutual respect, with regular engineering forums to share learnings and celebrate achievements.
• This role requires you to work a specific shift to accommodate our global client base, operating from 6 PM to 3 AM EST. This is a remote position based in Argentina, offering flexibility and the opportunity to work from anywhere within the country.
• We are looking for individuals who are not just problem-solvers but also proactive communicators, detail-oriented individuals, and possess a strong sense of ownership. If you are passionate about technology, dedicated to customer success, and eager to make a tangible impact on a growing global platform, we encourage you to apply.

🎯 Requirements

• Fluent in Russian and English (written and spoken).
• 2+ years of experience in technical support, product support, or a client-facing implementation role.
• Strong understanding of how the web works (HTML, CSS, JavaScript) and comfort with technical problem-solving.
• Excellent analytical and problem-solving skills with a curious and proactive mindset.

🏖️ Benefits

• Stock options
• 30 days off
• Home Office Setup Assistance
• English learning courses
• Relevant professional education
• Gym or swimming pool membership
• Co-working space access
• Remote working (Argentina)

Skills & Technologies

JavaScript

TypeScript

React

Vue.js

Node.js

Remote

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FundraiseUp Inc.

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About FundraiseUp Inc.

FundraiseUp provides a SaaS donation platform for nonprofits, charities, and NGOs. Its technology uses AI and behavioral data to personalize giving experiences, increase donor conversion, and reduce abandonment. Features include one-click payments, recurring giving, multilingual donation forms, and analytics dashboards. The platform integrates with CRMs like Salesforce and Blackbaud, supports Apple Pay, Google Pay, PayPal, ACH, and credit cards, and offers A/B testing and fraud protection. It serves organizations worldwide, helping them raise funds online without dedicated technical staff.

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