Technical Support Engineer I

Responsibilities

• Manage initial investigation of escalated cases and determine root causes
• Responsible for queue management and first response SLAs
• Write accurate JIRA tickets including technical details, API values, and reproduction steps
• Create and complete database updates to track work
• Collaborate with senior TSEs to triage high priority tickets
• Support the Customer Experience Org with technical training and documentation

Requirements

• Technical knowledge of software applications and troubleshooting
• Basic programming knowledge
• Familiarity with Postman, Jira, observability platforms, and Chat AI LLMs
• Enterprise customer service experience
• Strong written and verbal communication skills
• Ability to manage multiple priorities and time management skills

Benefits

• Competitive pay and comprehensive healthcare benefits
• Financial assistance for hybrid work and family planning
• Generous parental leave and flexible time-off policies
• Mental health and wellness resources
• Learning, development, and recognition programs
• Equity and 401(k) saving program

About the Company

GoFundMe is the world's most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes.