Technical Support Engineer

FundraiseUp Inc.

Job Overview

Location

Poland - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Join Fundraise Up as a Technical Support Engineer, a pivotal role where you'll be more than just a support agent; you'll be a product expert, a dedicated client advocate, and a skilled technical detective. Your primary mission will be to meticulously diagnose and resolve complex technical issues for our valued clients, ensuring they can harness the full potential of our innovative fundraising platform. You will act as the crucial bridge between our users and our internal teams, channeling invaluable customer feedback to directly influence and shape our product roadmap and future development.
• As a Technical Support Engineer, you will be instrumental in guiding clients through the implementation process of our sophisticated product across a diverse range of web platforms. This includes assisting with standard website integrations as well as more complex environments like website builders such as Wix and WordPress, ensuring a seamless and successful adoption of our technology.
• A core responsibility will be the expert reproduction of technical issues reported by clients. You will meticulously investigate the root causes of these problems, leveraging your technical acumen to pinpoint the source of the malfunction. Following your investigation, you will create clear, concise, and well-structured reports detailing your findings and proposed solutions for the development team, facilitating efficient bug resolution and product improvement.
• You will be dedicated to delivering world-class support, responding to user requests with a blend of empathy and technical precision. This involves digging deep to truly understand the underlying needs and challenges of our clients, guiding them towards the most effective and optimal solutions that align with their fundraising goals.
• Your role will extend to actively influencing product development. You will have the opportunity to participate in product meetings, bringing forth critical user feedback, insightful observations, and practical suggestions that will directly contribute to the design and enhancement of new features and existing functionalities.
• You will play a key role in building and maintaining our comprehensive knowledge base. This includes contributing to and updating our public help desk articles, frequently asked questions (FAQs), and internal knowledge base resources. This proactive approach empowers both our end-users with self-service solutions and our internal teams with readily accessible information.
• Furthermore, you will serve as a primary product resource for various internal teams within the company. Your deep understanding of the platform will make you the go-to expert for addressing product-related inquiries, ensuring consistent and accurate information flow across the organization.
• Fundraise Up is a global leader in providing a fast, seamless, and accessible fundraising platform for nonprofits. Every month, our technology facilitates tens of millions of dollars in donations worldwide. We are committed to continuous innovation that directly translates into tangible results for our clients, focusing on key areas such as faster load times, higher conversion rates, robust global payment support, and an unwavering commitment to accessibility-first design.
• Our platform is the trusted choice for many of the world's most recognized nonprofits, including UNICEF and the Alzheimer’s Association, alongside a broad spectrum of global NGOs. Our dedication to product quality is reflected in our exceptional 4.9/5 rating on leading software review platforms, a testament to both our impact and the excellence of the technology we deliver.
• We operate within the enterprise segment, serving a diverse clientele of nonprofit organizations across North America, the United Kingdom, Australia, and Europe. Our product ecosystem is large and complex, meticulously designed to serve nonprofits, donors, and partners globally. This includes a modern, intuitive checkout experience, highly customizable widgets (each a standalone Single Page Application), dedicated donor, organization, and partner portals, comprehensive administrative tools, and several internal applications.
• Our robust backend is powered by Node.js (utilizing Koa and NestJS frameworks) and MongoDB. The frontend stack is built with Webpack, Vue.js, and React, with the vast majority of our codebase written in TypeScript. For managing high-throughput messaging and background processing, we leverage Kafka for millions of events and Bull with Redis. Our analytics data is efficiently stored in ClickHouse, and we utilize Elasticsearch for powerful search capabilities.
• You will be joining a dynamic and distributed team of over 160 product professionals, including more than 80 highly skilled engineers. Our team members are primarily located across Spain, Poland, Portugal, Georgia, Armenia, Serbia, Turkey, and Cyprus. Many of our developers bring extensive experience, ranging from 5 to 10+ years, and we cultivate an environment that fosters deep technical curiosity and encourages extensive knowledge sharing.
• Despite our significant scale, we operate with the agility and focus of a tight-knit team. Every task is recognized for its importance, and every team member's voice is valued and heard. We champion thoughtful collaboration, uphold strong engineering practices, and maintain a consistent product-first mindset. Our biweekly engineering forums provide a dedicated space for sharing valuable learnings, celebrating technical achievements, and fostering a culture of continuous improvement. You will become part of a team where quality, mentorship, and mutual respect are paramount.

🎯 Requirements

• Fluent in Russian and English (written and spoken).
• Minimum of 2 years of experience in technical support, product support, or a client-facing implementation role.
• Strong understanding of how the web works, including HTML, CSS, and JavaScript, with a preference for hands-on web development experience.
• Excellent problem-solving and analytical skills, coupled with a genuine curiosity and a proactive, detail-oriented approach to tasks.
• High degree of ownership, reliability, and accountability in all professional endeavors.

🏖️ Benefits

• 30 days of paid time off annually.
• 100% paid telemedicine plan for comprehensive health support.
• Home Office Setup Assistance: financial support for essential home office furniture and equipment (e.g., office chair, desk, monitor) to create an optimal remote workspace.
• English learning courses to support professional development.
• Opportunities for relevant professional education and training.
• Allowance for gym or swimming pool memberships.
• Access to co-working spaces for flexible work arrangements.
• Fully remote working environment.

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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