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Salary: USD 59,500 - 82,000 / annual
GoFundMe is hiring a Technical Support Engineer I to join the GoFundMe Pro team. In this role, you will investigate, triage, and document technical issues in production while managing customer communication and escalation queues. You'll spend up to 45 minutes on initial investigation of escalated cases, applying critical thinking to determine root causes of unexpected behavior. If unable to resolve within that timeframe, you'll escalate to more senior TSEs while maintaining customer communication.
Key responsibilities include managing queue investigations and first-response SLAs, writing clear and accurate JIRA tickets with technical details (API values, error links, console screenshots), and creating database updates to track work. You'll collaborate cross-functionally with more senior TSEs on high-priority tickets, support the broader Customer Experience team, and familiarize yourself with internal technical documentation to develop your skills.
You'll need technical knowledge of software applications, troubleshooting, and basic programming. Familiarity with Postman, JIRA, observability platforms, and AI LLMs is required. Enterprise customer service experience, strong written and verbal communication, time management, and critical thinking are essential. The role demands urgency in solving customer needs, attention to detail, and strong teamwork and collaboration skills.
GoFundMe is a mission-driven organization that has helped its community raise over $40 billion since 2010. The company offers competitive pay, comprehensive healthcare benefits, financial assistance for hybrid work and family planning, generous parental leave, flexible time-off, mental health resources, learning and development programs, and community engagement opportunities. GoFundMe is committed to diversity, equity, and inclusion.
