Key skills
Technical Support ExperienceWeb Development KnowledgeAnalytical SkillsCommunication SkillsProactive MindsetCuriosityDetail-OrientedOwnershipGoWordPress
About this role
Fundraise Up is a global fundraising platform that aims to make donating to nonprofits fast and accessible. The Technical Support Engineer will diagnose and resolve complex technical issues for clients, ensuring they can fully leverage the platform while also providing valuable 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