Senior Technical Support Engineer Buenos Aires, Argentina
Gofundme
- Buenos Aires
- Permanente
- Tiempo completo
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TheGoFundMe Pro is looking for an integral addition to our tight-knit but growing Customer Support team.
The Senior Technical Support Engineer will become a resident troubleshooting expert.
This person must be able to communicate effectively as liaison between our Customer Support and our technical leads, coordinating their work with a small group of developers involved in projects and product support.
The ideal candidate will be knowledgeable in triage tactics, bug tracking software and 3-5 years experience in technical support engineering or similar roles.
This is a hybrid position.
Candidates located in Buenos Aires, Argentina.
Responsibilities
Customer experience ownership:
Manage and own a customer or persona's experience across the platform as it relates to unexpected behavior
Work with cross functional partners to triage and prioritize defects across the experience
Collaborate internally and cross functionally.
This includes:
Support and mentor other TSEs
Attend some scrum meetings
Support account management teams on calls as necessary
Create and maintain internal documentation related to relevant product subject matter and wider technical processes
Serve as POC for hotfix escalations
Support business critical product functions
Showcase technical communication skills, effectively getting necessary information across to very technical and very non-technical stakeholders
Manage escalated cases and queue health.
This includes:
Deeper troubleshooting of cases TSE L1 and L2 was unable to resolve
Coach TSE L1 and L2 on resolution
Continual communication on cases escalated from TSE L1 and L2
Responsible for queue health, in collaboration with TSE L1 and L2 as applicable
Own support cases escalated by management
Write accurate, clear, and detailed JIRA tickets.
This includes:
Describing the issue, expected results, and steps to reproduce in staging
Technical details from advanced tooling
Identifying root cause areas of code in Bitbucket
Clearly communicated impact and scope
Create and complete database updates to track database work
Ensure we are meeting expectations for Enterprise and Key Accounts
Partner with TAMs to address and oversee support experiences around issues of concerns for Key accounts
Ensure we are meeting expectations for Enterprise and Key Accounts
Partner with TAMs to address and oversee support experiences around issues of concerns for Key accounts
Be a thought leader.
This includes:
Actively seek knowledge and feedback from others to further skillset
Tackle challenges with a creative open mind to discover practical and innovative solutions
Test new ideas with teammates and customers
Qualifications
3+ years of experience in technical support engineering
Excellent oral and written communication skills.
Thoughtful and knowledgeable
Ability to listen, educate, and empower others
A process-oriented approach to tasks with the ability to be resourceful when a process doesn't exist or the answer is unknown
Demonstrated ability to own and drive performance metrics
Adaptability and empathy to deliver top-notch experiences to our clients, in a manner that is appropriate for each unique case
A passion for driving community engagement.
You bring fresh ideas and a voice of your own to the table.
Enthusiasm for innovation, change, and thinking big
Comfort with a fast-paced office environment and tight deadlines
Ability to identify trends, investigate anomalies, and present your findings as actionable solutions or processes
Critical thinking
Preferred Qualifications
Strong familiarity with, or interest in, the nonprofit community a plus
Benefits
Make an Impact
: Be part of a mission-driven organization making a positive difference in millions of lives every year.
Innovative Environment
: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere.
Collaborative Team
: Join a fun and collaborative team that works hard and celebrates success together.
Competitive Benefits
: Enjoy competitive pay and comprehensive healthcare benefits.
Holistic Support
: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being.
Growth Opportunities
: Participate in learning, development, and recognition programs to help you thrive and grow.
Commitment to DEI
: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.
Community Engagement
: Make a difference through our volunteering and Gives Back programs.
We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose.
Be a part of something bigger with us!
GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences.
We do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.
If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please contact us at .
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Learn more about GoFundMe:
We're proud to partner with GoFundMe.org, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change.
You can learn more about GoFundMe.org's activities and impact in their FY '24 annual report.
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