Technical Support Engineer

FundraiseUp Inc.

Job Overview

Location

Bangkok, Bangkok, Thailand

Job Type

Full-time

Full Job Description

📋 Description

• Are you a technically adept problem-solver with a passion for helping others succeed? Do you thrive in a dynamic, global environment where your insights directly shape a cutting-edge product? Fundraise Up, a leading global fundraising platform, is seeking a highly motivated and skilled Technical Support Engineer to join our distributed team and play a pivotal role in ensuring our nonprofit clients achieve their fundraising goals.
• At Fundraise Up, we are dedicated to making donating fast, seamless, and accessible for everyone. Our innovative technology powers tens of millions of dollars in donations monthly, empowering nonprofits worldwide. We are committed to continuous innovation, focusing on aspects like faster load times, higher conversion rates, global payment support, and an accessibility-first design philosophy. Our platform is trusted by renowned organizations such as UNICEF and the Alzheimer’s Association, and we consistently receive top ratings on software review platforms, a testament to our product quality and impact.
• As a Technical Support Engineer, you will be more than just a support agent; you will embody the role of a product expert, a dedicated client advocate, and a meticulous technical detective. Your primary responsibility will be to expertly diagnose and resolve complex technical issues encountered by our diverse client base, ensuring they can fully leverage the capabilities of our platform. You will act as the crucial bridge between our users and our internal teams, channeling invaluable customer feedback to directly influence and refine our product roadmap and development priorities.
• Your day-to-day will involve providing expert implementation support, guiding clients through the process of integrating our product into various web environments, ranging from standard websites to popular builders like Wix and WordPress. This requires a deep understanding of how our platform interacts with different web technologies.
• A significant part of your role will be to diagnose and escalate bugs. You will be tasked with expertly reproducing technical issues reported by clients, meticulously investigating their root causes, and then crafting clear, concise, and well-structured reports for our development team. This collaborative process is essential for rapid issue resolution and product improvement.
• You will be instrumental in delivering world-class support. This means responding to user requests with a blend of empathy and technical precision, digging deep to truly understand their underlying needs and guiding them towards the most effective solutions. Your ability to communicate complex technical information in an understandable manner will be key.
• You will have a direct impact on product development by participating in product meetings. Your role will be to bring valuable user feedback and real-world insights to the table, actively contributing to the shaping of new features and the enhancement of existing ones. Your voice will be heard in shaping the future of our platform.
• Building and maintaining our knowledge base is another critical aspect of this role. You will be responsible for contributing to and maintaining our public help desk, FAQs, and internal knowledge base. This proactive effort empowers both our users to find answers independently and our internal teams to provide more efficient support.
• Furthermore, you will serve as a go-to product resource for other teams within the company. Your deep understanding of the platform will make you an invaluable asset for sales, customer success, and other departments seeking product-related information and guidance.
• This role offers a unique opportunity to work with a distributed, highly skilled engineering team of over 80 professionals, many with 5-10+ years of experience. 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 is significant and every voice is valued. You will join a team that prioritizes quality, mentorship, and mutual respect, with biweekly engineering forums dedicated to sharing learnings and celebrating technical achievements.
• The ideal candidate will possess a strong technical aptitude, a problem-solver's mindset, and a genuine desire to contribute to a product that makes a tangible difference in the world. If you are looking for a role where you can grow, learn, and have a significant impact, this is the opportunity for you.

🎯 Requirements

• Fluent in Russian and English (written and spoken).
• 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) and experience with web development is highly desirable.
• Strong analytical and problem-solving skills with a curious and detail-oriented mindset.

🏖️ Benefits

• Stock options.
• 30 days of paid time off.
• 100% paid telemedicine plan.
• Home office setup assistance (furniture and equipment).
• English learning courses.
• Professional education and training opportunities.
• Access to gym or swimming pool facilities.
• 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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