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Technical Support Engineer Level 4
hace 45 minutos
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 Level 4 (Applications). A Technical Support Engineer Level 4 (Applications) demonstrates an advanced understanding of backend technical concepts and uses this knowledge to provide measurable value to the Technical Support Engineering (TSE), Engineering, and Test Engineering organizations at Classy. They understand the business logic and architecture of their supported services that enables them to identify root causes, create solutions, and automate tasks. They are able to read and understand complex application code and propose code fixes or solutions to resolve support issues. They use their coding skills to automate repetitive tasks, write scripts to support the Care organization, and create health checks and dashboards for their supported services. 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 knowledge and help transform the TSE organization from within by working with and mentoring team members Serve as a technical guide between Care and Engineering, working closely with Devs to help understand root cause and increase development velocity Broad understanding of entire core platform and integrations; apply technical skills no matter the tech stack Ensure the team is optimized by managing day to day tasks (timekeeping, PTO) Apply technical knowledge to proactively solve for client or Care needs 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 Translate user experience into technical details for product and technology team 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 to execute jobs, query, and manipulate datasets to understand scope of incidents Be 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 hybrid work, family planning, plus generous parental leave, flexible time-off policies, and mental health and wellness resources. 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 GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status. If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at #J-18808-Ljbffr
