Technical Support Engineer II

About the role

GoFundMe is seeking a Technical Support Engineer II to join its team in Buenos Aires, Argentina. This role centers on delivering advanced technical assistance to users and internal stakeholders who interact with the GoFundMe crowdfunding platform. The engineer will manage complex support cases, diagnose difficult issues, and play an active part in improving the overall support experience for donors, campaign creators, and nonprofit organizations that rely on the platform to raise funds for their causes. The position requires a strong problem-solving mindset and the ability to work independently while coordinating closely with cross-functional teams across the organization.

Key facts

What you'll do

• Provide Tier 2 technical support for users encountering issues with the GoFundMe platform and its core features.
• Investigate and resolve complex technical problems reported by campaign creators, donors, and nonprofit partners on a daily basis.
• Collaborate with engineering teams to escalate and document recurring product issues that affect the user experience.
• Create and maintain internal knowledge base articles to help streamline future support workflows and reduce resolution times.
• Communicate with customers through multiple channels including email, chat, and phone to diagnose and solve technical problems effectively.
• Monitor support tickets and ensure timely resolution within established service level agreements set by the organization.
• Participate in on-call rotations to handle urgent production issues that may impact the availability of the platform.
• Conduct root cause analysis on escalated incidents and prepare detailed reports for the engineering and product teams.
• Support the onboarding and training of new team members on platform functionality, support processes, and internal tools.
• Contribute to ongoing process improvements by identifying patterns in customer issues and proposing actionable solutions to leadership.

Requirements

• Demonstrated experience in a technical support or customer success role involving web-based platforms and online services.
• Strong understanding of web technologies including HTML, CSS, and basic API concepts relevant to troubleshooting.
• Ability to communicate technical concepts clearly and patiently to non-technical audiences of varying skill levels.
• Experience working with ticketing systems and support tools to track, prioritize, and resolve customer issues efficiently.
• Familiarity with troubleshooting workflows and diagnostic methodologies commonly applied to web-based applications and services.
• Comfortable working in a fast-paced environment with competing priorities, shifting demands, and tight deadlines.
• Strong written and verbal communication skills in English to interact with global teams and customers.
• Ability to work within the Buenos Aires, Argentina time zone during standard business hours without flexibility for remote arrangements.

Nice to have

• Prior experience supporting crowdfunding, donation-based, or nonprofit technology platforms in a customer-facing capacity.
• Familiarity with customer relationship management tools and support automation software used in high-volume environments.
• Background in software development or engineering with hands-on scripting experience in languages such as Python or JavaScript.
• Knowledge of database fundamentals and SQL queries that can aid in troubleshooting data-related or account-specific issues.

Skills & tools

• Web platform troubleshooting and diagnostic techniques for identifying and resolving user-facing issues.
• Customer support ticketing and case management systems for organizing and tracking resolution progress.
• Written and verbal communication skills tailored for both technical and non-technical audiences.
• Root cause analysis and incident documentation practices used in production support environments.
• Collaboration tools for coordinating with engineering, product, and quality assurance teams across time zones.
• Working knowledge of web standards including markup languages, application programming interfaces, and browser developer tools.

Practical notes

• This role is based in the Buenos Aires, Argentina office and is not a remote or work-from-home position.
• The position is full-time with standard business hours aligned to the local Argentina time zone.
• Compensation details are not disclosed in the current listing and will be discussed during the interview process with the hiring team.
• GoFundMe values diversity and inclusion and encourages applicants from all backgrounds and experiences to submit their applications.