Manager, Technical Support Engineering

Remote

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Non-profit, Financial ServicesIndustries

Requirements

Candidates must have at least 2 years of management experience and 5 years of experience in support management, including experience supporting a Salesforce integration. Basic competency in frontend and backend coding languages such as APIs, CSS, HTML, and React is preferred. Proven technical problem-solving, business process development, and analytical capabilities are essential, along with exceptional written and verbal communication skills.

Responsibilities

The Manager, Technical Support Engineering will manage, motivate, and develop the technical support engineering team, monitoring agent productivity and ensuring team members have the necessary skills through training and 1-on-1s. This role involves acting as the major incident manager for P0/1 incidents, managing troubleshooting documentation and training resources, and providing monthly reports on team KPIs and performance. The manager will also align cross-departmentally to ensure product release communication and mentor the team in troubleshooting and ticket writing best practices, utilizing monitoring and management tools to track overall system health.

Skills

Technical Support

Team Management

Customer Experience

Integrations

Salesforce

CRM

Analytics

Social Media Integrations

Incident Management

Problem Solving

Cross-functional Collaboration

Communication

Stakeholder Management

GoFundMe

Online platform for crowdfunding and fundraising

About GoFundMe

GoFundMe is an online platform that enables individuals and organizations to raise money for various needs and aspirations. Users can create fundraising campaigns in just five minutes by sharing their stories and soliciting donations from their networks and beyond. The platform caters to a wide range of clients, including those facing medical emergencies, families in need of memorial funds, students seeking educational support, and nonprofits looking for financial assistance. GoFundMe operates globally and has built a community of over 100 million people who have collectively raised $25 billion through more than 200 million donations. The company generates revenue through voluntary tips from donors and a small transaction fee on each donation, which helps cover payment processing costs and maintain platform security. GoFundMe's goal is to provide a safe and user-friendly experience for both donors and recipients, leveraging community support to help people meet their financial needs.

Redwood City, CaliforniaHeadquarters

2010Year Founded

$1,178.5MTotal Funding

SERIES_ACompany Stage

Fintech, Social ImpactIndustries

501-1,000Employees