[Hiring] Technical Support Engineer @Fundraise Up

Role Description

As a Technical Support Engineer at Fundraise Up, you are more than a support engineer— you are a product expert, a client advocate, and a technical detective. You will be responsible for:

• Diagnosing and resolving complex technical issues for our clients.
• Ensuring clients can leverage our platform to its fullest potential.
• Being the voice of the customer within our company, providing invaluable feedback that directly influences our product roadmap.

Our support team is built on ownership and proactivity:

• You take each ticket from first response to resolution.
• Loop in the right people when needed.
• Never let things fall through the cracks.

At Fundraise Up, AI is a default tool, not an experimental one. We expect every team member to actively use AI in their day-to-day work and grow their fluency as the tools evolve.

Qualifications

• 3+ years of experience in technical support for a SaaS product.
• C1 English — written and spoken, with the ability to communicate clearly and quickly in a technical context.
• Understanding of how the web works: HTML, CSS, JavaScript — comfortable reading code and using browser dev tools.
• Strong analytical and troubleshooting skills — you investigate, not just relay.
• High ownership mindset — you follow through, meet deadlines, and communicate proactively when something changes.
• Ability to work 9:00–18:00 Eastern Time (New York), fixed schedule.

Requirements

• Experience with Intercom or similar ticket systems (Nice to Have).
• Experience writing Help Center or knowledge base articles (Nice to Have).
• Experience with API troubleshooting or integration support (Nice to Have).

Benefits

• Private medical insurance for the employee and their family.
• 22 paid vacation days per year.
• Up to 14 paid public holidays per year.
• 5 company-paid sick leave days.
• English learning courses.
• Relevant professional education.
• Gym or swimming pool.
• Home Office Setup Assistance: the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace.
• Co-working.
• €50 monthly allowance to cover internet and mobile phone expenses.
• Remote working.