Technical Support Engineer Level 4

**Want to help us help others? We're hiring**

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 primary focus areas for this role are:

- Leadership
- Troubleshooting
- Process Development
- Automation and Tooling
- Customer care

**The Job**:

- Technical TSE leadership- Manage, motivate and develop the technical support engineering team
- Mentor TSEs on technical concepts, troubleshooting, and standard processes
- Share your knowledge and help transform the TSE organization from within by working with and mentoring your team members
- Serve as a technical guide between Care and Engineering, working closely with Devs to help understand root cause and increase development velocity
- Ensure the team is optimized by managing day to day tasks (timekeeping, PTO)- Develop a deep understanding of the business logic and technical architecture of your supported services to advocate for self service Care and in product tools
- Develop high-quality, production ready API runners and scripts that can be used by internal users for frequent support asks/needs
- Develop a technical training plan for newly onboarding TSEs
- Technical communication:

- Ability to translate user experience into technical details for our product and technology team
- Ability to translate technical behavior to non-technical stakeholders, like customers and other internal teams
- Serve as a technical POC for incidents and urgent escalations- Identify root causes of bugs by pulling repos and analyzing code using top-notch troubleshooting techniques, and all tools and systems available (AWS Cloudwatch logs, XMRToolKit, Bugsnag, Postman, MySQL)
- Use MYSQL, web APIs, and CLI (command line interface) to execute jobs, query, and manipulate datasets to understand scope of incidents
- Be a part of the on-call rotation for the emergency line
- Own and deescalate sensitive technical cases escalated by management
- Key Account support- Support client calls as necessary
- Cross functional relationship building with the Account Management team to support high ACV clients

**You**:

- Strong leadership skills
- Developer-level technical skills along with a strong desire to interact with customers and other developers
- Demonstrable curiosity, passion, integrity and outstanding attention to detail in professional endeavors
- Unparalleled troubleshooting and problem-solving skills
- Excellent communication skills, as exemplified by clear bug explanations, documentation of processes and knowledge, and comfort interacting with external developers and consultants, in addition to customers and non-technical internal stakeholders
- Ability to take a complex problem, analyze, educate, and design a support process to ensure Care is able to support the product
- Cross functional collaboration skills to support teams like Product, Engineers, Account Managers, and the wider Care org
- Experience with support and technical tools like Zendesk, Salesforce, Postman, AWS

**Required Technical Skills**:

- Proficiency in an object oriented language
- Proficiency in a common scripting language like JavaScript or Python
- Experience with a known IDE (Visual Studio)
- Proficiency with relational databases (MySQL)
- Proficiency with core web technologies: HTTP, JSON, REST, XML

**Preferred**
- Data science
- Cloud computing (AWS)
- Payment platforms and gateways (Stripe)
- Advanced Salesforce certifications
- Security and compliance certifications

**Why you'll love it here**
- **Make an Impact**: Be part of a mission-driven organization making a positive difference in millions of lives every year.
- **Innovative Environment**: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere.
- **Collaborative Team**: Join a fun and collaborative team that works hard and celebrates success together.
- **Competitive Benefits**: Enjoy competitive pay and comprehensive healthcare benefits.
- **Holistic Support**: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being.
- **Growth Opportunities**: Participate in learning, development, and recognition programs to help you thrive and grow.
- **Commitment to DEI**: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.
- **Community Engagement**: Make a difference through our volunteering program.

**We live by our core values**: _impatient to be great_, _find a way_, _earn trust every day_, _fueled by purpose_. Be a part of something bigger with us

**Learn more about GoFundMe**:
We're proud to partner with GoFundMe