Technical Support Engineer I

GoFundMe

5d•$59,500 - $82,000•Hybrid

About The Position

GoFundMe Pro team is searching for our next Technical Support Engineer I to help investigate, triage and document technical issues in production. This role manages communication with customers and escalation queues, troubleshoots unexpected behavior, writes tickets, coordinates important cases with fellow TSEs, and escalates cases for additional troubleshooting. This role also supports the Customer Experience Org, providing technical training, and educating the GoFundMe Pro CX team. This role requires troubleshooting skills, effective time management, clear communication, and collaboration with internal GoFundMe teams and customers.

Requirements

Technical knowledge of software applications, troubleshooting, and basic programming.
Familiarity with Postman, Jira, observability platforms, Chat AI LLMs.
Enterprise customer service experience.
Strong written and verbal communication skills.
Meeting each request with an urgency to solve the customer need.
Time management skills and ability to manage multiple priorities.
Teamwork and collaboration skills.
Critical thinking skills.
Attention to detail.

Responsibilities

Manage initial investigation of escalated cases.
Apply critical thinking and attention to detail to determine root cause of unexpected behavior.
Responsible for the majority of queue management and first response SLAs.
Spend as much as 45 minutes investigating, triaging, and documenting newly reported unexpected behavior.
Communicate and escalate with more senior TSEs if unable to resolve within 45 minutes.
Continual customer communication on cases not escalated to more senior TSEs.
Write accurate and clear JIRA tickets, including describing the issue, expected results, and steps to reproduce.
Include technical details like API values, links to errors, and screenshots of errors in the dev console.
Create and complete Database updates to track database work.
Collaborate internally and cross-functionally.
Triage high priority tickets with more senior TSEs.
Support Generalists and wider CX Org on a day-to-day basis.
Familiarize self with internal technical documentation to develop technical skills.