Givebutter is seeking an exceptional Support Engineer to work closely across the company to improve the integrity and reliability of our products. You will provide vital technical support to both internal teams and customers, diagnosing and solving complex technical issues and implementing fixes to prevent them from reoccurring.

What You'll Do

Analyze, troubleshoot, and fix complex technical issues escalated by the customer support and customer success teams, providing timely and effective resolutions.
Ensure compliance with internal SLAs by managing escalated support tickets and delivering solutions within expected timeframes.
Provide technical guidance and assistance to the customer support and customer success teams to help them confidently address customer inquiries.
Identify recurring issues and collaborate with engineering teams to develop long-term solutions that prevent future occurrences and improve product stability.
Work closely with customer success teams to prioritize assisting and unblocking technical hurdles for customer implementations.
Actively contribute to the product development process by sharing insights, feedback, and ideas to help shape new features and platform functionality.
Manage the customer support backlog, SLAs, and internal request backlog and help unblock customers in post-sales implementations.
Work with customer-facing teams (Sales, Success, Support) to identify and solve common customer friction points.
Implement improvements to internal processes, such as those with the Trust & Safety and Data teams.

What We're Looking For

3+ years of experience with React, building modern, responsive front-end applications.
3+ years of experience with Laravel and PHP.
Proficiency in working with REST APIs, code packages, and deployment tools.
Experience writing unit and/or integration tests to ensure the reliability of the codebase.
Experience working with API integrations and troubleshooting, with knowledge of tools like Zapier.
Excellent communication and problem-solving skills, with the ability to work cross-functionally and communicate effectively with non-technical team members or customers.

Nice to Have

Familiarity with React Query, React Hook Form, Tailwind CSS, Zustand, or Svelte.
Experience with Linear as a ticketing tool.

Technical Stack

React
Laravel
PHP
REST APIs
React Query
React Hook Form
Tailwind CSS
Zustand
Svelte
Zapier
Linear

Team & Environment

You will work closely across the company and with customer-facing teams (Sales, Success, Support). Our culture emphasizes a democracy of code, autonomy in work, and automated CI/CD processes.

Benefits & Compensation

Remote Work: Work from anywhere in the United States.
Health Insurance: Medical, Dental, and Vision insurance covered 100% for employees as well as HSA and FSA accounts.
Mental Health: Givebutter health insurance plans come with access to a TalkSpace membership.
401k: We offer a 3% 401k match for all eligible employee's.
Vacation and Holiday: Givebutter offers a Flexible PTO policy with uncapped Vacation days. Givebutter is closed for a whole week in the summer for an employee Wellness Week.
Parental Leave: We offer 12 weeks of paid leave for all parents and comprehensive leave planning management through Aidora.
Home Office Stipend: Upgrade your home office with company-sponsored expenses, including high-quality laptops, monitors, and modern technology.
Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on Givebutter.
Professional Development: We offer learning and development reimbursement opportunities.