Fundraise Up is looking for a Technical Support Engineer to join our global team. In this role, you will be a product expert, client advocate, and technical detective responsible for diagnosing and resolving complex technical issues. You’ll serve as a crucial voice of the customer within the company, providing feedback that directly influences our product roadmap.
What You'll Do
- Provide expert implementation support, guiding clients on implementing the product across various web platforms.
- Diagnose and escalate bugs by expertly reproducing technical issues, investigating root causes, and creating clear, structured reports for the development team.
- Deliver world-class support by responding to user requests with empathy and technical precision.
- Influence product development by participating in product meetings and bringing valuable user feedback.
- Build the knowledge base by maintaining and contributing to the public help desk, FAQs, and internal knowledge base.
- Act as a product resource, serving as the go-to expert for product-related questions from other teams.
What We're Looking For
- Excellent communication skills with flawless written and spoken English.
- 2 years of experience in technical support, product support, or a client-facing implementation role.
- Technical aptitude: understanding of how the web works (HTML, CSS, JS) and ideally hands-on experience with web development.
- A problem-solver's mindset with strong analytical skills and innate curiosity.
- Proactive and detail-oriented with the ability to take initiative and manage tasks effectively.
- A high degree of ownership, reliability, and accountability.
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.
Technical Stack
- Node.js (Koa, NestJS)
- MongoDB
- Webpack
- Vue.js
- React
- TypeScript
- Kafka
- Bull (Redis)
- ClickHouse
- Elasticsearch
Team & Environment
You will join a distributed team of 160+ product professionals, including 80+ engineers. We operate with thoughtful collaboration, strong engineering practices, and a product mindset.
Benefits & Compensation
- 30 days off
- 100% paid telemedicine plan
- Home Office Setup Assistance for furniture and workspace items
- English learning courses
- Relevant professional education
- Gym or swimming pool
- Co-working
- Remote working
- Stock options
Work Mode
This is a remote position open to candidates based in Portugal.
We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, disability, or any other characteristic protected by applicable law in the countries where we operate.
