Technical Support Engineer

FundraiseUp Inc.

Job Overview

Location

Armenia - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Join Fundraise Up as a Technical Support Engineer and become an integral part of a globally recognized fundraising platform dedicated to making donations seamless and accessible for nonprofits worldwide.
• In this pivotal role, you will transcend the traditional support agent persona, evolving into a product expert, a dedicated client advocate, and a sharp technical investigator. Your primary mission will be to meticulously diagnose and resolve complex technical challenges faced by our diverse clientele, ensuring they can harness the full potential of our innovative platform.
• You will be the crucial bridge between our users and our internal teams, acting as the voice of the customer. Your insights and feedback will be invaluable, directly shaping our product roadmap and driving future enhancements.
• A key responsibility involves providing expert implementation support. You will guide clients through the process of integrating our product into their existing web presences, whether they utilize standard websites or popular builders like Wix and WordPress. This requires a deep understanding of various web environments and the ability to offer clear, actionable advice.
• You will be tasked with diagnosing and escalating bugs with precision. This involves expertly reproducing technical issues reported by clients, conducting thorough investigations to uncover the root causes, and meticulously crafting clear, structured, and detailed reports for our development team. This ensures efficient and effective bug resolution.
• Delivering world-class support is paramount. You will respond to user inquiries with a blend of empathy and technical acumen, delving deep to truly understand their underlying needs and guiding them toward the most effective solutions. This requires patience, excellent listening skills, and a commitment to user satisfaction.
• You will actively influence product development by participating in product meetings. Your role will be to bring valuable user feedback, real-world usage insights, and practical suggestions to the table, directly contributing to the design and improvement of new features and existing functionalities.
• Building and maintaining our knowledge base is another critical function. You will contribute to and manage our public help desk, frequently asked questions (FAQs), and internal knowledge base. This empowers both our users to find self-service solutions and our internal teams to access accurate information quickly.
• You will serve as a primary product resource for various internal teams within the company. Your expertise will make you the go-to person for product-related questions, ensuring consistent understanding and accurate information dissemination across the organization.
• Fundraise Up is at the forefront of the enterprise segment, serving esteemed nonprofit organizations across North America, the United Kingdom, Australia, and Europe. Our platform is trusted by leading organizations such as UNICEF and the Alzheimer’s Association, a testament to its reliability and impact.
• We are building a sophisticated and expansive product ecosystem designed to serve nonprofits, donors, and partners globally. This ecosystem encompasses a modern checkout experience, customizable widgets (each a standalone Single Page Application), dedicated donor, organization, and partner portals, robust administrative tools, and various internal applications.
• Our technology stack is modern and robust, featuring Node.js (Koa, NestJS) and MongoDB for the backend. The frontend is built with Webpack, Vue.js, and React, with a strong emphasis on TypeScript for nearly all code. For high-throughput messaging and background processing, we leverage Kafka for millions of events and Bull with Redis. Analytics data is managed in ClickHouse, and Elasticsearch is utilized for search functionalities.
• You will be joining a distributed team of over 160 product professionals, including more than 80 engineers, primarily located across Spain, Poland, Portugal, Georgia, Armenia, Serbia, Turkey, and Cyprus. Many of our engineers possess 5-10+ years of experience, fostering a culture rich in technical curiosity and knowledge sharing.
• Despite our growth and scale, we maintain a focused, team-oriented approach where every task is valued, and every voice is heard. We champion thoughtful collaboration, uphold strong engineering practices, and cultivate a product-centric mindset. Biweekly engineering forums provide a dedicated space for sharing learnings and celebrating technical achievements. You will be part of a team where quality, mentorship, and mutual respect are foundational principles.
• You will have the flexibility to select your preferred shift, aligning with EST hours: 9am – 6pm, 10am – 7pm, or 6pm–3am, ensuring a work-life balance that suits your needs.

🎯 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, analytical, and investigative skills, coupled with a natural curiosity and a proactive, detail-oriented approach.
• High degree of ownership, reliability, and accountability in all 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.
• Professional education and training opportunities.
• Gym or swimming pool membership.
• Co-working space access.
• Remote working flexibility.

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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