Technical Support Engineer

FundraiseUp Inc.

Job Overview

Location

Serbia - Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Technical Support Engineer at FundraiseUp, you will be an integral part of our mission to empower nonprofits globally through innovative fundraising technology. You are not merely a support agent; you are a crucial product expert, a dedicated client advocate, and a meticulous technical detective. Your primary responsibility will be to expertly diagnose and resolve complex technical issues faced by our diverse clientele, ensuring they can harness the full potential of our platform to achieve their fundraising goals. Beyond problem-solving, you will serve as the vital voice of the customer within our organization, channeling invaluable feedback and insights that directly shape our product roadmap and future development.
• You will provide expert implementation support, guiding clients through the process of integrating our sophisticated fundraising product into their existing web presences. This includes assisting with standard website implementations as well as more complex integrations with popular website builders like Wix and WordPress, ensuring a seamless and effective setup for every client.
• A key aspect of your role will involve diagnosing and escalating bugs. This requires a methodical approach to reproduce technical issues accurately, investigate their root causes with a deep-dive mentality, and then create clear, structured, and actionable reports for our dedicated development team. Your ability to translate user-reported problems into developer-understandable insights will be critical.
• You will be instrumental in delivering world-class support to our users. This means responding to user requests with a blend of empathy and technical precision, digging deep to truly understand their underlying needs and challenges, and guiding them towards the most effective solutions. Your communication will be key in building trust and ensuring client satisfaction.
• You will actively influence product development by participating in product meetings and strategy sessions. By bringing valuable user feedback, real-world usage insights, and a deep understanding of client pain points, you will directly contribute to the design and prioritization of new features and product improvements, ensuring our platform evolves to meet user needs.
• You will play a significant role in building and maintaining our knowledge base. This involves contributing to and updating our public help desk resources, frequently asked questions (FAQs), and internal knowledge base. This proactive approach empowers both our users to find answers independently and our internal teams to access accurate information quickly.
• Furthermore, you will act as a primary product resource for other teams within the company. Serving as the go-to expert for product-related questions ensures consistency in information and a unified understanding of our platform across all departments, from sales to marketing and engineering.
• FundraiseUp operates a global fundraising platform that facilitates millions of dollars in donations monthly. Our technology is trusted by leading nonprofits like UNICEF and the Alzheimer’s Association, recognized for its innovation in speed, conversion rates, global payment support, and accessibility. You will be supporting a product that has a tangible, positive impact on charitable organizations worldwide.
• The platform itself is a large and complex ecosystem, encompassing a modern checkout experience, customizable widgets (built as standalone SPAs), portals for donors, organizations, and partners, robust admin tools, and various internal applications. Understanding and navigating this ecosystem will be part of your daily challenge.
• Our technology stack is modern and robust, featuring Node.js (Koa, NestJS) and MongoDB on the backend, with Webpack, Vue.js, and React, predominantly in TypeScript, on the frontend. We utilize Kafka for high-throughput messaging and Bull (Redis) for background processing, with ClickHouse for analytics and Elasticsearch for search. While deep expertise in all these technologies is not required, a strong technical aptitude and willingness to learn are essential.
• You will join a distributed team of over 160 product professionals, including more than 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 task and every voice is valued. You'll be part of an environment that prioritizes quality, mentorship, and mutual respect, with biweekly engineering forums dedicated to sharing learnings and celebrating achievements.

🎯 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 technical aptitude, with an understanding of how the web works (HTML, CSS, JS) and ideally hands-on web development experience.
• Excellent problem-solving skills with a curious, analytical, and hypothesis-driven mindset.

🏖️ Benefits

• Stock options.
• 30 days off.
• 100% paid telemedicine plan.
• Home Office Setup Assistance (furniture, monitor, etc.).
• English learning courses.
• Relevant professional education and training.
• Gym or swimming pool membership.
• Co-working space access.
• Remote working flexibility.

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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