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GoFundMe is seeking a Technical Support Engineer II to join its Customer Care team in Buenos Aires. This role bridges customers, support operations, and product/engineering teams, focusing on ownership of customer experience as it relates to technical defects and unexpected platform behavior.
Key responsibilities include: managing escalated technical support cases that Level 1 support cannot resolve; owning customer experience across the platform and triaging defects with cross-functional partners; coaching Level 1 technical support engineers on case resolution; creating detailed JIRA tickets with technical specifications, API values, error logs, and reproduction steps for engineering teams; attending scrum meetings and supporting account management teams; maintaining internal documentation on product and technical processes; and driving queue health and performance metrics.
You will serve as a technical communicator, translating customer experiences into technical explanations for engineering teams and explaining complex technical concepts to non-technical stakeholders. The role requires critical thinking, attention to detail, and the ability to identify trends and present actionable solutions.
Required qualifications: 2+ years of technical support engineering experience; proven SaaS application integration experience; expertise with CRM platforms such as Salesforce; excellent oral and written communication skills; ability to listen, educate, and empower others; process-oriented approach with resourcefulness when processes don't exist; demonstrated ability to own and drive performance metrics; adaptability and empathy; passion for community engagement; comfort with fast-paced environments and tight deadlines.
Bonus: strong familiarity with or interest in the nonprofit community.
