Technical Support Engineer I

About the role

GoFundMe is seeking a Technical Support Engineer I to join their distributed team in a fully remote capacity. This individual contributor position is responsible for providing frontline technical assistance to users and internal stakeholders of the GoFundMe platform. The engineer will troubleshoot issues related to account access, payment processing, campaign functionality, and general site performance. This role serves as a critical bridge between end users and the engineering organization, ensuring that support insights are communicated effectively to product and development teams. The engineer will work closely with the support operations group to continuously improve the customer experience and reduce resolution times. This is an excellent opportunity for someone who enjoys solving technical problems and helping people navigate online donation and fundraising tools.

Key facts

What you'll do

Respond to incoming support tickets and resolve user-reported issues related to the GoFundMe platform.

Diagnose and troubleshoot problems with user accounts, donation flows, and campaign creation tools.

Escalate complex technical issues to the appropriate engineering or product teams with detailed documentation.

Collaborate with cross-functional teams including engineering, product management, and quality assurance on priority cases.

Identify recurring user issues and contribute to knowledge base articles and internal documentation.

Monitor support queues and ensure timely resolution of tickets within established service level agreements.

Participate in weekly team meetings and share updates on ongoing cases and process improvements.

Conduct root cause analysis on frequently reported bugs and provide actionable feedback to developers.

Assist in testing new platform features and provide user-facing feedback before public release.

Maintain a customer-first mindset while managing multiple concurrent support requests efficiently throughout the day.

Track and categorize support tickets using proper tagging and labeling conventions for reporting purposes.

Provide feedback to product teams on user pain points and suggest improvements to platform usability.

Requirements

Bachelor's degree in computer science, information technology, or a related technical field is required.

1 to 2 years of hands-on experience in technical support, customer success, or a similar IT role.

Strong understanding of web-based technologies including HTML, CSS, JavaScript, and browser developer tools.

Familiarity with REST APIs and basic debugging of HTTP requests and responses is expected.

Excellent written and verbal communication skills with the ability to explain technical concepts clearly to non-technical users.

Experience working with ticketing systems such as Zendesk, Freshdesk, or Jira Service Management is preferred.

Ability to work independently in a remote environment with minimal supervision and strong time management.

Comfortable working with sensitive financial and personal data in accordance with privacy and security standards.

Demonstrated ability to learn new software tools and platform features quickly and independently.

Strong attention to detail and accuracy when documenting troubleshooting steps and resolution procedures.

Nice to have

Experience with GoFundMe or similar crowdfunding platforms and their technical workflows is a plus.

Knowledge of SQL and ability to query databases for troubleshooting and data analysis tasks.

Familiarity with CI/CD pipelines and software deployment processes in a cloud environment is valued.

Prior experience in a high-growth startup or fast-paced technology company setting is beneficial.

Experience with monitoring tools and observability platforms such as Datadog or New Relic.

Understanding of accessibility standards and inclusive design principles for web applications.

Skills & tools

Proficiency with web browsers, browser extensions, and developer console debugging.

Working knowledge of Linux or macOS command-line interfaces for diagnostic purposes.

Experience with version control systems such as Git for tracking and contributing to documentation.

Familiarity with cloud platforms including AWS or Azure and their core service offerings.

Ability to use collaboration tools like Slack, Confluence, and Zoom for remote team communication.

Understanding of payment gateway integrations and common transaction error patterns and resolutions.

Familiarity with incident management processes and on-call rotation practices in a production environment.

Basic understanding of SEO principles and web performance metrics such as page load times.

Practical notes

This is a fully remote position with no requirement for in-office attendance or relocation.

The role operates on a full-time schedule with standard business hours, though some flexibility may be available.

GoFundMe offers a comprehensive benefits package including health insurance and retirement contributions for eligible employees.

Candidates should expect to complete a structured onboarding program and ongoing training on platform updates.

The team operates across multiple time zones, so candidates should be comfortable with flexible scheduling.

Performance reviews are conducted on a regular basis with opportunities for growth into senior support roles.