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GoFundMe is seeking a Technical Support Engineer II to join the GoFundMe Pro team in Buenos Aires. This role bridges customer needs with product and technology teams, focusing on owning customer experience as it relates to technical defects and unexpected behavior.
Key responsibilities include:
- Customer experience ownership: manage and own assigned customer or persona experiences across the platform, working with cross-functional partners to triage and prioritize defects
- Internal collaboration: attend scrum meetings, support account management teams on calls, create and maintain internal documentation, and demonstrate strong technical communication skills across technical and non-technical stakeholders
- Escalated case management: perform deeper troubleshooting of cases that TSE I engineers cannot resolve, coach junior engineers on resolution, maintain continual communication on escalated cases, and manage queue health
- Technical documentation: write accurate, clear, and detailed JIRA tickets with issue descriptions, expected results, reproduction steps, API values, error logs, screenshots, and impact/scope analysis; create and complete database update tickets
- Thought leadership: introduce new ideas and solutions, actively seek knowledge and feedback to develop skillset
Required qualifications:
- 2+ years of technical support engineering experience
- Familiarity with Postman, Jira, observability platforms, APIs, SQL, Github, and AI LLMs
- Enterprise customer service experience
- Excellent oral and written communication skills
- Process-oriented approach with resourcefulness
- Ability to own and drive performance metrics
- Adaptability and empathy for enterprise clients
- Critical thinking and attention to detail
- Comfort with fast-paced environments and tight deadlines
- Ability to identify trends, investigate anomalies, and present actionable solutions
Bonus: strong familiarity with or interest in the nonprofit community.
