Technical Support Engineer

Working hours : 10 : 00 AM to 7 : 00 PM EST (New York time)

About Us

At Fundraise Up, we are reimagining the fundraising platform to create the most convenient and fastest way to donate to non-profit foundations. Our innovation is aimed at enhancing loading speeds, boosting conversion rates, offering diverse payment methods, and more. Each month, individuals worldwide donate tens of millions of dollars through our platform. We are the go-to fundraising solution for some of the world's leading non-profit organizations. UNICEF, The Obama Foundation, the Alzheimer's Association, and many others leverage our platform for their online fundraising needs.

About The Role

We are looking for a proactive and technically skilled Product Support Engineer to join our team. Your primary responsibility will be to assist clients in implementing our solution and resolving any technical issues they encounter. You'll also play a vital role in ensuring smooth communication between users and our product team.

Key Responsibilities

Assist clients in integrating our solution into their websites, including platforms like Wix, WordPress, and others.

Reproduce system issues and create detailed bug reports for the development team.

Respond to user inquiries with clear, thorough explanations and help them find optimal solutions.

Participate in product meetings, providing feedback based on customer experiences.

Manage a public helpdesk by creating answers to frequently asked questions.

Diligently tag incoming emails, collect feedback, and document recurring issues in the knowledge base.

Support colleagues from other teams in resolving product-related questions or issues.

Skills And Qualifications

Fluent English and Native Russian : Near-native spoken and written English skills are essential. You should be able to write professional, well-structured responses and communicate with English-speaking teams and users effectively.

Relevant Experience : You have prior experience in a similar role or area.

Technical Background : A solid understanding of web technologies is required. Bonus points if you have hands-on experience in product development or coding.

Attention to Detail : You can identify underlying issues and provide thoughtful solutions. Often, the root of a problem is not immediately obvious, and you're skilled at digging deeper.

Energy & Proactivity : You're enthusiastic, proactive, and have the stamina to manage a dynamic workload.

Reliability : Following agreements and meeting commitments is crucial. If you lean toward a chaotic or unpredictable work style, we may not be a good fit, even if you are exceptionally talented.

Our compensation package includes comprehensive benefits and perks, meaningful equity, and a competitive salary :

30 days off

Company subsidized medical insurance

100% paid telemedicine plan

Home Office Setup Assistance : the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace.

English learning courses (50% reimbursement, up to $1,000 annually).

Relevant professional education (50% reimbursement, up to $1,500 annually).

Gym or swimming pool (50% reimbursement, up to $500 annually).

Co-working (up to $250 monthly).

Please note : 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 our company.

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