Senior Technical Support Engineer

**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 is looking for an integral addition to our tight-knit but growing Customer Support team. Senior level Technical Support Engineers own a persona's experience as they interact with the platform. This role owns the Developer experience, which will include things like using our open API, integrations built in-house and by partners, like Salesforce and other CRMs, analytics tools, and social platform integrations.

The Senior Technical Support Engineer will become a resident troubleshooting expert, full time customer advocate and an integral part of our cross-functional collaboration amongst our technical leads, customer experience teams and partners based in Buenos Aires, San Francisco, San Diego and throughout North America and beyond. This person must be able to flex their superior communication skills to effectively provide updates, insights and guidance to everyone - from non-profit customers installing an integration for the first time to seasoned CTOs and engineers looking to optimize their tech stack, while internally liaising with our vast Customer Experience, Product and Technology teams.

**The Job**
- Own the Developer Customer experience:

- Manage and own a developer persona's experience across the platform as it relates to unexpected behavior
- Work with cross functional partners to triage and prioritize defects across the developer experience
- Collaborate internally and cross functionally. This includes:

- Support and mentor other TSEs
- Attend some scrum meetings
- Support account management teams on calls as necessary
- Serve as POC for hotfix escalations
- Support business critical product functions
- 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 and L2 was unable to resolve
- Coach TSE L1 and L2 on resolution
- Continual communication on cases escalated from TSE L1 and L2
- Responsible for queue health, in collaboration with TSE L1 and L2 as applicable
- Own support cases escalated by management
- Write accurate, clear, and detailed JIRA tickets. This includes:

- Describing the issue, expected results, and steps to reproduce in staging
- Technical details from advanced tooling such as APIs, AWS, database queries
- Identifying root cause areas of code
- Clearly communicated impact and scope
- Create and complete database updates to track database work
- Ensure we are meeting expectations for Enterprise and Key Accounts
- Partner with TAM's to address and oversee support experiences around issues of concerns for Key accounts
- Ensure we are meeting expectations for Enterprise and Key Accounts
- Partner with TAM's to address and oversee support experiences around issues of concerns for Key accounts
- Be a thought leader. This includes:

- Actively seek knowledge and feedback from others to further skillset
- Tackle challenges with a creative open mind to discover practical and innovative solutions
- Test new ideas with teammates and customers

**You**
- 3+ years of experience in technical support engineering
- 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 a plus
- Experience supporting a Salesforce managed package

**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 c