Technical Support Engineer

Fundraise Up is a global fundraising platform that powers tens of millions of dollars in donations monthly for nonprofits worldwide. The platform serves enterprise nonprofit organizations across North America, the United Kingdom, Australia, and Europe, featuring a large and complex product ecosystem including checkout experiences, customizable widgets, donor and partner portals, admin tools, and internal apps. The backend uses Node.js (Koa, NestJS) and MongoDB, while the frontend employs Webpack, Vue.js, React, and TypeScript. The distributed team consists of over 160 product professionals, including 80+ engineers, mainly based in Spain, Poland, Portugal, Georgia, Armenia, Serbia, Turkey, and Cyprus.

• Minimum 3 years of experience in technical support for a SaaS product.
• C1 level English proficiency, both written and spoken, with clear and quick communication in technical contexts.
• Understanding of web technologies including HTML, CSS, and JavaScript; comfortable reading code and using browser developer tools.
• Strong analytical and troubleshooting skills with investigative approach.
• High ownership mindset with ability to follow through, meet deadlines, and communicate proactively.
• Ability to work fixed schedule from 9:00 to 18:00 Eastern Time (New York).

Nice to have:

• Experience with Intercom or similar ticketing systems.
• Experience writing Help Center or knowledge base articles.
• Experience with API troubleshooting or integration support.

• Diagnose and resolve complex technical issues for clients using the Fundraise Up platform.
• Manage support tickets from first response through to resolution.
• Collaborate with internal teams by looping in the right people when needed.
• Act as the voice of the customer by providing feedback that influences the product roadmap.
• Use AI tools actively in day-to-day work to enhance support effectiveness.

All official correspondence from Fundraise Up will exclusively originate from the @fundraiseup.com domain. Exercise caution and ensure the authenticity of emails claiming to be from the company. Equal opportunity employer committed to diversity and inclusion without discrimination based on protected characteristics.