Technical Support Engineer I

About this role

GoFundMe is hiring a Technical Support Engineer II to serve as a bridge between customers and internal teams, managing escalated technical issues, owning customer experience for assigned personas, and driving resolution of defects and unexpected behavior. The role requires deep troubleshooting skills, strong technical communication across both engineering and non-technical stakeholders, and ownership of queue health while coaching junior support engineers.

What you'll do

• Own assigned customer or persona experience across the platform, managing defects and unexpected behavior
• Triage and prioritize escalated issues with cross-functional partners and provide deeper troubleshooting beyond Level I resolution
• Create detailed JIRA tickets with technical details, API values, error logs, and clear reproduction steps for engineering teams
• Coach Technical Support Engineer I staff on case resolution and maintain ongoing communication on escalated tickets
• Collaborate with scrum teams, account management, and product teams to communicate technical concepts to both technical and non-technical stakeholders
• Identify trends, investigate anomalies, and proactively escalate high-impact issues with actionable solutions

What they're looking for

• Technical support engineering (2+ years)
• API troubleshooting and Postman
• SQL and database fundamentals
• JIRA ticket creation and workflow management
• Observability platforms (Coralogix, Bugsnag)
• Technical writing and communication
• Git/GitHub basics
• Critical thinking and attention to detail

Benefits

• Remote work opportunity
• Mission-driven organization making positive community impact
• Innovative work environment
• Opportunity to influence product development through customer advocacy
• Cross-functional collaboration with product and technology teams
• Professional growth through mentoring and knowledge-sharing culture