Key skills
Technical Support ExperienceWeb Development KnowledgeAnalytical SkillsHTMLCSSJavaScriptProactiveCommunicationDetail-OrientedOwnershipGoWordPress
About this role
Fundraise Up is a global fundraising platform focused on making donations to nonprofits fast and accessible. As a Technical Support Engineer, you will diagnose and resolve complex technical issues for clients, ensuring they can fully leverage the platform while providing feedback to influence product development.
Responsibilities:
- Provide Expert Implementation Support: Guide clients on implementing our product across various web platforms, from standard websites to builders like Wix and WordPress
- Diagnose and Escalate Bugs: Expertly reproduce technical issues, investigate root causes, and create clear, structured reports for the development team
- Deliver World-Class Support: Respond to user requests with empathy and technical precision, digging deep to understand their real needs and guide them to the best solutions
- Influence Product Development: Participate in product meetings, bringing valuable user feedback and insights to help shape new features and improvements
- Build Our Knowledge Base: Maintain and contribute to our public help desk, FAQs, and internal knowledge base to empower both users and internal teams
- Act as a Product Resource: Serve as the go-to expert for product-related questions from other teams within the company
Requirements:
- Flawless written and spoken English is essential for communicating with our global user base and internal teams
- 2 years of experience in technical support, product support, or a client-facing implementation role
- You understand how the web works (HTML, CSS, JS) and ideally have hands-on experience with web development
- You have strong analytical skills and an innate curiosity
- You take initiative, manage your tasks effectively, and have a keen eye for detail
- Reliability and accountability are critical
- Curiosity and a hypothesis-driven mindset
- Ability to communicate complex analytical concepts to non-technical audiences
- Detail-oriented with a strong sense of ownership
- Comfort working in fast-paced, data-rich environments