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Описание вакансии
TL;DR
Technical Support Engineer (SaaS): Diagnosing and resolving complex technical issues for a global fundraising platform with an accent on technical troubleshooting and client advocacy. Focus on bridging the gap between customers and the product roadmap by analyzing technical bugs and improving platform usability.
Location: Remote from Spain, Serbia, Poland, Portugal, Turkey, Cyprus, Georgia, Armenia, or Argentina. Must be able to work 9:00–18:00 Eastern Time (New York).
Salary: €1,900–€2,600 gross per month
Company
Fundraise Up is a global fundraising platform that enables nonprofits to accept donations quickly and seamlessly.
What you will do
- Diagnose and resolve complex technical issues for clients, acting as a technical detective.
- Serve as a product expert and client advocate, ensuring users leverage the platform's full potential.
- Provide technical feedback from customers to directly influence the product roadmap.
- Own tickets from first response to full resolution, coordinating with other teams when necessary.
- Actively integrate AI tools into daily workflows to improve efficiency and problem-solving.
Requirements
- 3+ years of experience in technical support for a SaaS product.
- English: C1 level (written and spoken).
- Proficiency in HTML, CSS, and JavaScript, with the ability to read code.
- Strong experience using browser developer tools for technical troubleshooting.
- Availability to work a fixed schedule from 9:00–18:00 Eastern Time (New York).
- Must be based in Argentina, Spain, Serbia, Poland, Portugal, Turkey, Cyprus, Georgia, or Armenia.
Nice to have
- Experience with Intercom or similar ticketing systems.
- Experience writing Help Center or knowledge base articles.
- Experience with API troubleshooting or integration support.
Culture & Benefits
- 31 days of paid time off.
- 100% paid telemedicine plan.
- Home Office Setup Assistance for furniture and equipment.
- Access to English learning courses and professional education.
- Allowances for gym, swimming pool, or co-working spaces.
- Equity options for long-term meaningful contributions.
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