Technical Support Engineer Integrations

Position Overview

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GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010.

The GoFundMe Pro team is searching for our next Technical Support Engineer Integrations to join our team as a trusted technical resource to guide our nonprofit customers during critical issues to ensure timely case resolutions. This individual will troubleshoot escalated technical issues, become a subject matter expert in GoFundMe Pro integrations and API, and build valuable relationships with Product Managers to provide input on process and product improvements. Our Technical Support team genuinely understands our clients’ needs, and advocates on behalf of our clients with our development team to continually improve the customer experience and platform capabilities.

The Technical Support Engineer Integrations role is the bridge builder between our customers, care, and product and technology teams. They focus on owning their assigned customer experience as it relates to defects and unexpected behavior. They are technical communicators, mapping customer experiences to technical explanations for engineering teams, and explaining technical concepts to non-technical affected stakeholders. They think critically and apply attention to detail troubleshooting escalated issues, then work to drive resolution with the product and technology team.

Responsibilities

• Become a subject matter expert in all of GoFundMe Pro’s integrations and API offerings (specifically analytics, CRM, and SSO).
• Using defined escalation methodology, escalates complex problems, complaints, and performance trends to Manager.
• Vets and validates bugs that are escalated by Care team representatives and brings noisy/problematic issues to the attention of Manager and/or Product Managers.
• Participate in the onboarding of new members to the team, and routinely revisit onboarding content and resources.
• Disseminate updates and training from meetings and learnings with the wider team.
• Develops recommendations for enhancements to company technology and communicates them to Manager.
• Works closely with Product Manager to make suggestions on bug prioritizations and new feature development.

What you’ll accomplish:

Customer experience ownership:

• Manage and own a customer or persona’s experience across the platform as it relates to unexpected behavior.
• Work with cross functional partners to triage and prioritize defects across the experience.

Collaboration:

• Attend scrum meetings.
• Support account management teams on calls as necessary.
• Create and maintain internal documentation related to relevant product subject matter and wider technical processes.
• Showcase technical communication skills, effectively getting necessary information across to very technical and very non-technical stakeholders.

Case Management:

• Answer questions from a wide-range of nonprofits about both native and 3rd party integrations and our API, including “How do I?” questions and technical troubleshooting.
• Perform deeper troubleshooting of cases TSE L1 was unable to resolve.
• Coach TSE L1 on resolution.
• Provide continual communication on cases escalated from TSE 1.
• Responsible for queue health, in collaboration with TSE 1 as applicable.

Technical Documentation:

• Write accurate, clear, and detailed JIRA tickets, including:
  • Describing the issue, expected results, and steps to reproduce in staging.
  • Including technical details like APIv2 values, links to errors in Bugsnag, and screenshots of errors.

Company Information

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010.

Application Instructions

Already part of our team? We ask that internal candidates apply via the internal job board to ensure your application is reviewed appropriately.