Technical Support Engineer I
3 нед. назад
JuniorRemote
ticketing systemstechnical troubleshootingescalation managementcustomer communication
Provide technical support by investigating, triaging, and documenting technical issues in production, managing customer communication, and escalating cases as needed.
Требования
- Technical knowledge of software applications, troubleshooting, and basic programming
- Familiarity with Postman, Jira, observability platforms, Chat AI LLMs
- Enterprise customer service experience
- Strong written and verbal communication skills
- Meeting each request with an urgency to solve the customer need
- Time management skills and ability to manage multiple priorities
- Teamwork and collaboration skills
- Critical thinking skills
- Attention to detail
Другое
- is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010.
- Join us! The Pro team is searching for our next Technical Support Engineer I to help investigate, triage and document technical issues in production. This role manages communication with customers and escalation queues, troubleshoots unexpected behavior, writes tickets, coordinates important cases with fellow TSEs, and escalates cases for additional troubleshooting.
- This role also supports the Customer Experience Org, providing technical training, and educating the Pro CX team. This role requires troubleshooting skills, effective time management, clear communication, and collaboration with internal teams and customers.
- Manage initial investigation of escalated cases. This includes:
- Applying critical thinking and attention to detail to determine root cause of unexpected behavior
- Responsible for the majority of queue management and first response SLAs
- Spend as much as 45 minutes investigating, triaging, and documenting newly reported unexpected behavior
- If unable to resolve within 45 minutes, communicate and escalate with more senior TSEs
- Continual customer communication on cases not escalated to more senior TSEs
- Write accurate and clear JIRA tickets. This includes:
- Describing the issue, expected results, and steps to reproduce
- Technical details like API values, links to errors, and screenshots of errors in the dev console
- Create and complete Database updates to track database work
- Collaborate internally and cross-functionally. This includes:
- Triage high priority tickets with more senior TSEs
- Support Generalists and wider CX Org on a day-to-day basis
- Familiarize self with internal technical documentation to develop technical skills
- 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 program.
- 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!
- 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.
- The annual U.S. salary range for this full-time position is $59,500 - $82,000. The company also offers equity and other benefits to employees, including healthcare, dental, vision, life insurance and 401(k) saving program. In addition to this wage, there are geolocation differentials that will increase pay depending on the work location. Additionally pay may vary depending on other factors including skills, experience, education, or training. Your recruiter can share more about the specific total compensation package based on your location during the hiring process.
- If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please fill out this accommodation form .
- Depending on your location, the General Data Protection Regulation (GDPR) or certain US privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here . By submitting your application, you are agreeing to our use and processing of your data as required.
- We’re proud to partner with .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 .org’s activities and impact in their FY ‘26 annual report .
- Our annual “Year in Help” report reflects our community’s impact in advancing our mission of helping people help each other.
- For recent company news and announcements, visit our Newsroom .
- Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only
- We use Metaview as part of our hiring process for jobs in NYC and certain features may qualify it as an automated employment decision tool (AEDT), as defined by New York City Local Law 144. As part of the hiring process, we provide Metaview with job requirements and candidate submitted resumes and application materials to assist in evaluating job-related qualifications. While this tool is used to improve efficiency and support our recruiting personnel, all final hiring decisions are made by employees.
- We began using Metaview on March 10, 2026. The Metaview tool has been reviewed by an independent auditor. Results of the audit may be viewed here . The tool evaluates your professional experience, technical skills, education, and other qualifications using information collected directly from your submitted resume and application materials; all such data is retained in accordance with ’s Personnel Privacy Notice and applicable legal requirements. If you would like to request an alternative selection process or a reasonable accommodation, please fill out this accommodation form .