Technical Support Engineer

FundraiseUp Inc.

Job Overview

Location

Brazil - Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Technical Support Engineer at Fundraise Up, you will be an integral part of our mission to empower nonprofits globally by ensuring their seamless experience with our cutting-edge fundraising platform. This role transcends traditional support; you are a crucial bridge between our clients and our product development teams, acting as a product expert, a dedicated client advocate, and a skilled technical investigator. Your primary responsibility will be to meticulously diagnose and resolve complex technical challenges faced by our diverse clientele, thereby guaranteeing they can maximize the value and functionality of the Fundraise Up platform.
• You will be instrumental in guiding clients through the implementation process, offering expert advice on integrating our product into various web environments. This includes supporting integrations with standard websites as well as popular website builders like Wix and WordPress, ensuring a smooth and effective setup for organizations of all technical backgrounds.
• A significant aspect of your role involves acting as a technical detective. You will be tasked with expertly reproducing reported technical issues, conducting thorough investigations to pinpoint the root causes, and then meticulously documenting these findings into clear, structured, and actionable reports for our engineering teams. This direct feedback loop is vital for maintaining and improving the quality of our platform.
• Delivering world-class customer support is paramount. You will engage with users, responding to their requests with a blend of empathy and technical precision. This involves digging deep to truly understand their underlying needs and challenges, and then guiding them towards the most effective solutions, fostering trust and satisfaction.
• Your insights will directly influence the future of our product. You will actively participate in product meetings, bringing invaluable user feedback, real-world usage patterns, and technical observations to the table. This input is critical for shaping new features, refining existing functionalities, and driving product improvements that align with user needs and market demands.
• You will play a key role in building and maintaining our comprehensive knowledge base. This includes contributing to and updating our public help desk documentation, frequently asked questions (FAQs), and internal knowledge base resources. This effort empowers both our end-users to find solutions independently and our internal teams to provide efficient support.
• Furthermore, you will serve as a primary product resource for various internal teams within Fundraise Up. Your deep understanding of the platform will make you the go-to expert for product-related inquiries, ensuring consistent and accurate information across the organization.
• Fundraise Up is a global leader in providing a fast, seamless, and accessible fundraising platform, powering tens of millions of dollars in donations monthly. Our technology is trusted by renowned nonprofits like UNICEF and the Alzheimer’s Association, and we are recognized for our innovation, high conversion rates, global payment support, and accessibility-first design. We operate in the enterprise segment, serving clients across North America, the UK, Australia, and Europe with a complex product ecosystem that includes a modern checkout experience, customizable widgets, donor portals, and administrative tools.
• Our robust backend is built on Node.js (Koa, NestJS) and MongoDB, while our frontend utilizes Webpack, Vue.js, and React, predominantly with TypeScript. We leverage Kafka for high-throughput messaging and Bull (Redis) for background processing. Analytics are managed in ClickHouse, and Elasticsearch powers our search capabilities.
• You will join a distributed team of over 160 product professionals, including more than 80 engineers, primarily based across Europe. Our engineers typically possess 5-10+ years of experience, and we cultivate an environment of deep technical curiosity, continuous learning, and knowledge sharing. Despite our scale, we maintain a focused, collaborative culture where every task is valued, and every voice is heard. We champion thoughtful collaboration, strong engineering practices, and a product-centric mindset. Biweekly engineering forums provide a platform for sharing learnings and celebrating technical achievements, ensuring a culture where quality, mentorship, and mutual respect are paramount.

🎯 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, including a solid understanding of how the web works (HTML, CSS, JavaScript), with a preference for hands-on web development experience.
• Excellent problem-solving skills with strong analytical abilities and a curious, investigative mindset.
• Proactive, detail-oriented, and possess a high degree of ownership and accountability.

🏖️ Benefits

• Stock options.
• 30 days off per year.
• 100% paid telemedicine plan.
• Home Office Setup Assistance (furniture and equipment).
• English learning courses.
• Professional education and training opportunities.
• 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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