Technical Support Engineer - Remote Role at Fundraise Up

About the Role

We are seeking a Technical Support Engineer to join our team at Fundraise Up. This remote Technical Support Engineer position is an exciting opportunity to help clients maximize their use of our innovative fundraising platform. You will play a crucial role in diagnosing and resolving complex technical issues, ensuring our clients can leverage our platform to its fullest potential.

What You’ll Do

• 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

• Excellent Communication Skills: Flawless written and spoken English is essential for communicating with our global user base and internal teams.
• Relevant Experience: 2 years of experience in technical support, product support, or a client-facing implementation role.
• Technical Aptitude: You understand how the web works (HTML, CSS, JS) and ideally have hands-on experience with web development.
• A Problem-Solver's Mindset: You have strong analytical skills and an innate curiosity. You don’t just answer questions; you investigate the underlying issues.
• Proactive and Detail-Oriented: You take initiative, manage your tasks effectively, and have a keen eye for detail.
• A High Degree of Ownership: Reliability and accountability are critical. We are looking for a professional who takes pride in their work and honors their commitments.

Nice to Have

• 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.

What We Offer

• 30 days off.
• 100% paid telemedicine plan.
• Home Office Setup Assistance: We offer assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace.
• English learning courses.
• Relevant professional education.
• Gym or swimming pool access.
• Co-working opportunities.
• Remote working flexibility.