Technical Support Engineer

FundraiseUp Inc.

Job Overview

Location

Jakarta, Jakarta, Indonesia

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 client advocate, and a technical detective. Your primary mission will be to diagnose and resolve complex technical issues for our diverse global clientele, ensuring they can harness the full potential of our innovative fundraising platform. Beyond troubleshooting, you will serve as the crucial voice of the customer within our organization, channeling invaluable user feedback directly into our product development roadmap and strategic decisions.
• As a Technical Support Engineer, you will be instrumental in guiding clients through the implementation of our cutting-edge product across a wide spectrum of web platforms. This includes assisting with standard website integrations as well as more complex setups on popular builders like Wix and WordPress, ensuring a smooth and successful onboarding experience for every client.
• A core responsibility will be the expert diagnosis and escalation of bugs. You will be expected to meticulously reproduce technical issues, conduct thorough investigations into their root causes, and then create clear, structured, and actionable reports for our development team. This process is vital for maintaining the high quality and reliability of our platform.
• You will be delivering world-class support, responding to user requests with a blend of empathy and technical precision. This involves digging deep to truly understand their underlying needs and guiding them towards the most effective solutions, fostering strong client relationships and satisfaction.
• Your role will significantly influence product development. You will actively participate in product meetings, bringing forth valuable user feedback, insights, and real-world use cases to help shape the future direction of our platform, including the ideation and refinement of new features and improvements.
• You will play a key role in building and maintaining our comprehensive knowledge base. This includes contributing to and updating our public help desk, FAQs, and internal knowledge base resources, thereby empowering both our end-users and our internal support and development teams with readily accessible information.
• Furthermore, you will act as a primary product resource for other teams within Fundraise Up. You will serve as the go-to expert for product-related inquiries, ensuring consistent and accurate information dissemination across the company.
• Fundraise Up is a global leader in providing a seamless and accessible fundraising platform, enabling nonprofits to raise funds efficiently. Our technology powers tens of millions of dollars in donations monthly, driven by a commitment to innovation that directly translates to faster load times, higher conversion rates, global payment support, and an accessibility-first design philosophy.
• We serve enterprise-level nonprofit organizations across North America, the United Kingdom, Australia, and Europe. Our platform is a sophisticated ecosystem comprising a modern checkout experience, customizable widgets (each a standalone SPA), dedicated donor, organization, and partner portals, robust admin tools, and various internal applications.
• Our technology stack is modern and robust, featuring Node.js (Koa, NestJS) and MongoDB on the backend. The frontend is built with Webpack, Vue.js, and React, with a strong emphasis on TypeScript. For high-throughput messaging and background processing, we leverage Kafka for millions of events and Bull with Redis. Our analytics are stored in ClickHouse, and we utilize Elasticsearch for advanced search capabilities.
• You will be joining a distributed, highly skilled team of over 160 product professionals, including more than 80 engineers. Our team members are primarily located across Europe, fostering a culture of deep technical curiosity, continuous learning, and knowledge sharing. Many of our engineers possess 5-10+ years of experience, contributing to a high standard of technical excellence.
• Despite our global 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. We champion thoughtful collaboration, adhere to strong engineering practices, and cultivate a product-centric mindset. Regular biweekly engineering forums provide a dedicated space for sharing learnings, celebrating technical achievements, and fostering professional growth. You will become part of a team where quality, mentorship, and mutual respect are paramount.
• This role is ideal for someone who thrives on solving complex problems, enjoys interacting with clients, and is passionate about technology and its application in the nonprofit sector. You will have the opportunity to make a tangible impact on our product and the success of our clients, contributing to a mission-driven company that is making a real difference in the world.

🎯 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) and experience with web development is highly desirable.
• Exceptional problem-solving skills with a curious and analytical mindset.
• Proactive, detail-oriented, and possess a strong sense of ownership and accountability.

🏖️ Benefits

• 30 days of paid time off annually.
• 100% paid telemedicine plan for comprehensive health support.
• Home office setup assistance, including support for purchasing furniture and equipment.
• Opportunities for English language learning courses.
• Support for relevant professional education and development.
• 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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