Technical Support Engineer II

Go Fund Me
Buenos Aires
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Communication","Critical thinking","Attention to detail","Troubleshooting","Empathetic support"]

Own customer experiences related to unexpected technical behavior across the GoFundMe platform. Triage and prioritize escalated defects, troubleshoot issues beyond TSE L1, and coach peers while maintaining queue health. Communicate clearly with both technical and non-technical stakeholders through detailed JIRA tickets and documentation, including API-level details, error references, and reproducible steps. Drive resolutions with product and technology teams.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Go Fund Me
Go Fund Me
1 day ago

Technical Support Engineer II

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 2 weeks ago

Job Summary

Own customer experiences related to unexpected technical behavior across the GoFundMe platform. Triage and prioritize escalated defects, troubleshoot issues beyond TSE L1, and coach peers while maintaining queue health. Communicate clearly with both technical and non-technical stakeholders through detailed JIRA tickets and documentation, including API-level details, error references, and reproducible steps. Drive resolutions with product and technology teams.
Location: Buenos Aires
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage and own a customer or persona’s experience across the platform as it relates to unexpected behavior.
  • •Triage and prioritize defects across the experience and perform deeper troubleshooting for escalated cases.
  • •Coach TSE L1 on case resolution and communicate continually on escalated cases to ensure queue health.
  • •Write accurate, clear, and detailed JIRA tickets including issue description, expected results, steps to reproduce, and technical details (API values, error links, screenshots).
  • •Create and complete DBUs to track database work while introducing new ideas and solutions, documenting relevant product and technical processes, and supporting scrum and account-management calls as needed.

Pay and Benefits

Perks:Health InsuranceParental Leave

Key Requirements

  • •2+ years of experience in technical support engineering.
  • •Proven experience with SaaS application integrations.
  • •Expertise in CRM platforms, such as Salesforce.
  • •Excellent oral and written communication skills with the ability to educate and empower others.
  • •Process-oriented mindset, critical thinking, and attention to detail with the ability to identify trends and troubleshoot escalated issues.
Experience:2+ yearsSaaSCustomer support
Skills:CommunicationCritical thinkingAttention to detailTroubleshootingEmpathetic support
Tech Stack:SaaSSalesforceCRMJIRABugsnagAPIDBUStagingDev console

Company Brief

Go Fund Me
Operates an online crowdfunding platform that enables individuals and organizations to raise money for personal causes, medical expenses, charities, and community projects through donations from the public.
Industry: Online Marketplaces
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Headquarters: San Diego, United States
Founded: 2010
WebsiteLinkedIn