Technical Support Engineer

Fundraise Up • Georgia - Remote, GA

7d • Remote

About The Position

As a Technical Support Engineer at Fundraise Up, you are more than a support engineer— you are a product expert, a client advocate, and a technical detective. You will be responsible for diagnosing and resolving complex technical issues for our clients, ensuring they can leverage our platform to its fullest potential. You will also be the voice of the customer within our company, providing invaluable feedback that directly influences our product roadmap. Our support team is built on ownership and proactivity. You take each ticket from first response to resolution, loop in the right people when needed, and never let things fall through the cracks. At Fundraise Up, AI is a default tool, not an experimental one. We expect every team member to actively use AI in their day-to-day work and grow their fluency as the tools evolve.

Requirements

• 3+ years of experience in technical support for a SaaS product.
• C1 English — written and spoken, with the ability to communicate clearly and quickly in a technical context.
• Understanding of how the web works: HTML, CSS, JavaScript — comfortable reading code and using browser dev tools.
• Strong analytical and troubleshooting skills — you investigate, not just relay.
• High ownership mindset — you follow through, meet deadlines, and communicate proactively when something changes.
• Ability to work 9:00–18:00 Eastern Time (New York), fixed schedule.

Nice To Haves

• Experience with Intercom or similar ticket systems.
• Experience writing Help Center or knowledge base articles.
• Experience with API troubleshooting or integration support.

Responsibilities

• Diagnosing and resolving complex technical issues for clients.
• Ensuring clients can leverage the platform to its fullest potential.
• Providing feedback that influences the product roadmap.
• Taking ownership of tickets from first response to resolution.
• Looping in the right people when needed.
• Actively using AI in day-to-day work.

Benefits

• 31 days off.
• 100% paid telemedicine plan.
• Home Office Setup Assistance: the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace.
• English learning courses.
• Relevant professional education.
• Gym or swimming pool.
• Co-working.
• Remote working.
• Equity options.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed