Technical Support Engineer

FundraiseUp Inc.

Job Overview

Location

Turkey - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Join Fundraise Up, a leading global fundraising platform dedicated to making charitable giving fast, seamless, and accessible. Our innovative technology empowers millions of dollars in donations monthly, driven by a commitment to innovation that directly impacts results, such as enhanced load times, increased conversion rates, global payment support, and an accessibility-first design.
• As a Technical Support Engineer, you will be instrumental in ensuring our diverse clientele, ranging from small organizations to global NGOs like UNICEF and the Alzheimer’s Association, can fully leverage our powerful platform. You are not merely a support agent, but a crucial product expert, a dedicated client advocate, and a skilled technical investigator.
• Your primary responsibility will be to meticulously diagnose and resolve complex technical issues faced by our clients. This involves a deep dive into their specific challenges, understanding the intricacies of their implementation, and providing timely, effective solutions to ensure their fundraising campaigns are successful and uninterrupted.
• You will act as the vital conduit between our users and our internal teams. By deeply understanding client needs and technical hurdles, you will provide invaluable feedback that directly shapes our product roadmap, influencing the development of new features and the refinement of existing ones.
• A key aspect of this role involves guiding clients through the implementation process of our product across a variety of web platforms. This includes standard websites, as well as popular builders like Wix and WordPress, requiring adaptability and a broad understanding of different web environments.
• You will be tasked with expertly reproducing technical issues reported by clients. This requires a methodical approach to troubleshooting, investigating the root cause of bugs, and then meticulously documenting these findings in clear, structured reports for our development team, facilitating efficient resolution.
• Delivering world-class support is paramount. You will respond to user inquiries with a blend of empathy and technical precision, going beyond surface-level questions to truly understand their underlying needs and guiding them towards the most effective solutions.
• Your involvement will extend to participating actively in product meetings. Here, you will bring your unique perspective, informed by direct client interactions and technical investigations, to help shape the future direction of our platform.
• You will play a significant role in building and maintaining our knowledge base. This includes contributing to our public help desk, FAQs, and internal documentation, ensuring that both our users and internal teams have access to comprehensive and up-to-date information.
• Furthermore, you will serve as a primary product resource for other teams within Fundraise Up. Your expertise will be called upon to answer product-related questions, ensuring consistency and accuracy across the organization.
• We operate with a distributed team of over 160 product professionals, including more than 80 engineers, primarily based across Europe and surrounding regions. Our engineering culture emphasizes deep technical curiosity, knowledge sharing, and a collaborative spirit, fostering an environment where quality, mentorship, and mutual respect are paramount.
• The platform itself is a complex ecosystem, built with modern technologies including Node.js (Koa, NestJS), MongoDB, Vue.js, React, TypeScript, Kafka, Bull (Redis), ClickHouse, and Elasticsearch. Your technical aptitude will be key in navigating and supporting this sophisticated stack.
• You will have the opportunity to select your preferred shift to align with the Eastern Standard Time (EST) business hours, choosing between 9am – 6pm, 10am – 7pm, or 6pm–3am, offering flexibility in managing your work-life balance.
• This role is fully remote, based in Turkey, allowing you to work from the comfort of your home.
• As part of our team, you will be offered stock options, providing you with a stake in the company's success and long-term growth.
• Fluency in both Russian and English is a requirement for this position, enabling effective communication with our global user base and internal teams.

🎯 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.
• Solid understanding of how the web works (HTML, CSS, JavaScript) with a strong technical aptitude for troubleshooting complex issues.
• A proactive, problem-solving mindset with strong analytical skills, curiosity, and a detail-oriented approach.
• High degree of ownership, reliability, and accountability in managing tasks and commitments.

🏖️ Benefits

• Stock options.
• 30 days of paid time off.
• 100% paid telemedicine plan.
• Home Office Setup Assistance (furniture and equipment).
• English learning courses.
• Relevant professional education support.
• Gym or swimming pool membership.
• Co-working space access.
• Fully remote working arrangement.

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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