Technical Support Engineer Ii

**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. Join us The GoFundMe Pro team is searching for our next Technical Support Engineer 2 - Applications to help our Care team field questions about the website's more technical products and tools, drive resolution of escalated technical issues, assist nonprofit clients in reaching their potential through product education, and build valuable relationships that keep customers engaged and enthusiastic. Our Customer Care 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 Job** - 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 - Collaborate internally and cross functionally. This includes: - Attend some scrum meetings - Support account management teams on calls as necessary - Showcase technical communication skills, effectively getting necessary information across to very technical and very non-technical stakeholders - Manage escalated cases and queue health. This includes: - Deeper troubleshooting of cases TSE L1 was unable to resolve - Coach TSE L1 on resolution - Continual communication on cases escalated from TSE 1 - Responsible for queue health, in collaboration with TSE 1 as applicable - Write accurate, clear, and detailed JIRA tickets. This includes: - Describing the issue, expected results, and steps to reproduce in staging - Technical details like API values, links to errors in bugsnag, screenshots of errors in the dev console, clearly communicated impact and scope - Create and complete DBUs to track database work - Be a thought leader. This includes: - Introduce new ideas and solutions through their assignments and/or in group settings - Actively seek knowledge and feedback from others to further skillset **You** - 2+ years of experience in technical support engineering - Expertise in CRM platforms, such as Salesforce - Excellent oral and written communication skills. Thoughtful and knowledgeable - Ability to listen, educate, and empower others - A process-oriented approach to tasks with the ability to be resourceful when a process doesn't exist or the answer is unknown - Demonstrated ability to own and drive performance metrics - Adaptability and empathy to deliver top-notch experiences to our clients, in a manner that is appropriate for each unique case - A passion for driving community engagement. You bring fresh ideas and a voice of your own to the table. - Enthusiasm for innovation, change, and thinking big. - Comfort with a fast-paced office environment and tight deadlines - Ability to identify trends, investigate anomalies, and present your findings as actionable solutions or processes - Critical thinking - Attention to detail **Preferred** - Strong familiarity with, or interest in, the nonprofit community is a plus. **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.org, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org's activities and impact in their FY '25 annual report. Our annual "Year in Help" report reflects our community's impact in advancing our mission of helping peop