Technical Support Engineer

Նկարագրություն

Պարտականություններ

• Diagnose and resolve complex technical issues for Fundraise Up clients.
• Take ownership of support tickets from first response to final resolution.
• Investigate issues using browser developer tools, code reading, and technical analysis.
• Support clients in using the Fundraise Up platform effectively.
• Escalate issues to the right internal teams when needed.
• Act as the voice of the customer and share product feedback internally.
• Communicate clearly and proactively about case status, deadlines, and changes.
• Troubleshoot issues related to web technologies, integrations, and product behavior.
• Work with product and engineering teams to improve platform reliability and client experience.
• Use AI tools in day-to-day workflows to improve support quality and speed.
• Maintain high ownership, accuracy, and customer-focused communication.

Պահանջներ

• 3+ years of experience in technical support for a SaaS product.
• C1 English, written and spoken.
• Ability to communicate clearly and quickly in a technical context.
• Understanding of how the web works, including HTML, CSS, and JavaScript.
• Comfortable reading code and using browser developer tools.
• Strong analytical and troubleshooting skills.
• High ownership mindset and ability to follow through.
• Ability to meet deadlines and communicate proactively when something changes.
• Ability to work 9:00–18:00 Eastern Time / New York on a fixed schedule.
• Experience with Intercom or similar ticketing systems is a plus.
• Experience writing Help Center or knowledge base articles is a plus.
• Experience with API troubleshooting or integration support is a plus.
• Willingness to actively use AI tools in daily work.

Հմտություններ

Fundraise Up