Technical Support Engineer Integrations

Summary

Join GoFundMe's Pro team as a Technical Support Engineer Integrations! In this role, you will be a trusted technical resource for nonprofit customers, troubleshooting escalated technical issues and becoming a subject matter expert in GoFundMe Pro integrations and API. You will build relationships with Product Managers to improve processes and products. This position acts as a bridge between customers, care, and product/technology teams, owning customer experience related to defects and unexpected behavior. You will be a technical communicator, explaining technical concepts to both technical and non-technical stakeholders. This role requires critical thinking and attention to detail to resolve escalated issues and drive resolution with product and technology teams.

Requirements

• Excellent oral and written communication skills
• Ability to explain solutions to complex technical problems
• Understanding of SaaS products– possess a technical understanding of integrated systems
• A process-oriented approach to tasks with the ability to be resourceful when a process doesn’t exist or the answer is unknown
• Demonstrated ownership and can coordinate successfully with engineering and product teams to drive resolution of customer issues and requests
• Demonstrated ability to own and drive performance metrics
• Adaptability and empathy to deliver top-notch experiences to our clients, in a manner that is appropriate for each unique case
• Enthusiasm for innovation, change, and thinking big
• Ability to identify trends, investigate anomalies, and present your findings as actionable solutions or processes

Responsibilities

• Become a subject matter expert in all of GoFundMe Pro’s integrations and API offerings (specifically analytics, CRM, and SSO)
• Using defined escalation methodology, escalates complex problems, complaints, and performance trends to Manager
• Vets and validates bugs that are escalated by Care team representatives and brings noisy/problematic issues to the attention of Manager and/or Product Managers
• Participate in the onboarding of new members to the team, and routinely revisit onboarding content and resources
• Disseminate updates and training from meetings and learnings with the wider team
• Develops recommendations for enhancements to company technology and communicates them to Manager
• Works closely with Product Manager to make suggestions on bug prioritizations and new feature development
• Customer experience ownership: Manage and own a customer or persona’s experience across the platform as it relates to unexpected behavior
• Work with cross functional partners to triage and prioritize defects across the experience
• Collaborate internally and cross functionally. This includes: Attend scrum meetings
• Support account management teams on calls as necessary
• Create and maintain internal documentation related to relevant product subject matter and wider technical processes
• Showcase technical communication skills, effectively getting necessary information across to very technical and very non-technical stakeholders
• Manage escalated cases and general queue health. This includes: Answering questions from a wide-range of nonprofits about both native and 3rd party integrations and our API, including “How do I?” questions and technical troubleshooting
• Deeper troubleshooting of cases TSE L1 was unable to resolve
• Coach TSE L1 on resolution
• Continual communication on cases escalated from TSE 1
• Responsible for queue health, in collaboration with TSE 1 as applicable
• Write accurate, clear, and detailed JIRA tickets. This includes: Describing the issue, expected results, and steps to reproduce in staging
• Technical details like APIv2 values, links to errors in bugsnag, screenshots of errors in the dev console, clearly communicated impact and scope
• Create and complete DBUs to track database work
• Be a thought leader. This includes: Introduce new ideas and solutions through their assignments and/or in group settings
• Actively seek knowledge and feedback from others to further skillset

Preferred Qualifications

• Experience supporting integrations (Analytics and CRM’s)
• Experience with analytics (Google Ads, GA4, Google Tag Manager, Facebook CAPI)

Benefits

• Competitive Benefits : Enjoy competitive pay and comprehensive healthcare benefits
• Holistic Support : Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being
• Growth Opportunities : Participate in learning, development, and recognition programs to help you thrive and grow