Technical Support Engineer I

About this role

GoFundMe is seeking a Technical Support Engineer I to investigate and resolve production issues, manage customer escalations, and write detailed technical documentation. The role combines frontline troubleshooting with cross-functional collaboration to support the GoFundMe Pro platform and customer experience team.

What you'll do

• Investigate and triage escalated technical cases within 45 minutes, applying critical thinking to identify root causes
• Manage queue response times and first-response SLAs for incoming support tickets
• Write clear JIRA tickets with detailed reproduction steps, API values, error logs, and screenshots
• Escalate complex issues to senior TSEs with comprehensive documentation and ongoing customer communication
• Collaborate with internal teams and provide technical training to the wider Customer Experience organization
• Maintain familiarity with internal technical documentation to continuously develop troubleshooting skills

What they're looking for

• Software application troubleshooting and debugging
• Basic programming knowledge
• Postman API testing
• JIRA ticketing and issue tracking
• Observability platform tools
• Chat AI LLMs
• Written and verbal communication
• Critical thinking and attention to detail

Benefits

• Competitive pay with geolocation differentials
• Equity and stock options
• Comprehensive healthcare, dental, and vision coverage
• Flexible time-off policies and generous parental leave
• Financial assistance for hybrid work and family planning
• Mental health and wellness resources, volunteering program, and professional development opportunities