Technical Support Engineer I

Go Fund Me
United States
Workplace: RemoteFull timeUSD 59,500 - 82,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Troubleshooting","Communication","Time management","Collaboration","Critical thinking"]

Investigate, triage, and document escalated technical issues in production for GoFundMe Pro. You’ll manage queue handling and first-response SLAs, spend up to 45 minutes reproducing unexpected behavior, and escalate to senior TSEs when needed. Create detailed JIRA tickets (including API details and screenshots), perform database updates, and collaborate with internal teams to support the Customer Experience organization with technical training.

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FursaFursa
Go Fund Me
Go Fund Me
23 hours ago

Technical Support Engineer I

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Investigate, triage, and document escalated technical issues in production for GoFundMe Pro. You’ll manage queue handling and first-response SLAs, spend up to 45 minutes reproducing unexpected behavior, and escalate to senior TSEs when needed. Create detailed JIRA tickets (including API details and screenshots), perform database updates, and collaborate with internal teams to support the Customer Experience organization with technical training.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Manage initial investigation of escalated cases, including root cause analysis and first response SLA handling.
  • •Investigate, triage, and document newly reported unexpected behavior, escalating to senior TSEs when resolution isn’t possible within 45 minutes.
  • •Maintain continual customer communication for cases not escalated to more senior TSEs.
  • •Write accurate JIRA tickets describing issues, expected results, steps to reproduce, and include technical details like API values, error links, and screenshots; complete database updates.
  • •Collaborate cross-functionally by triaging high-priority tickets with senior TSEs and supporting the broader CX org with day-to-day technical guidance and training.

Pay and Benefits

Salary: USD 59,500 - 82,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kParental Leave

Key Requirements

  • •Technical knowledge of software applications, troubleshooting, and basic programming.
  • •Familiarity with Postman, Jira, observability platforms, and Chat AI/LLMs.
  • •Enterprise customer service experience with strong urgency to resolve customer needs.
  • •Strong written and verbal communication skills and attention to detail when documenting issues.
  • •Time management and collaboration skills to manage multiple priorities and work with internal teams.
Skills:TroubleshootingCommunicationTime managementCollaborationCritical thinking
Tech Stack:PostmanJiraObservability platformsChat AILLMsAPIsDev consoleDatabase

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