Technical Support Engineer I
New
G
GoFundMeNonprofit Tech
RemoteFull-TimeJunior
Salary$59,500 - $82,000
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Job Details
- Required Skills
- JiraRESTful APIsCustomer servicePostmanCritical thinkingTroubleshooting
Requirements
- Technical knowledge of software applications, troubleshooting, and basic programming.
- Familiarity with Postman, Jira, observability platforms, and Chat AI LLMs.
- Enterprise customer service experience.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities with effective time management.
- Strong critical thinking skills and attention to detail.
- Ability to collaborate effectively within a team.
Responsibilities
- Manage initial investigation of escalated cases by applying critical thinking to determine root causes.
- Handle queue management and maintain first response SLAs.
- Investigate, triage, and document reported unexpected behavior within 45-minute windows.
- Communicate and escalate complex issues to senior TSEs as needed.
- Write accurate JIRA tickets including expected results, reproduction steps, technical API details, and error logs.
- Perform database updates as required to track technical work.
- Support the wider CX Org and Generalists on a day-to-day basis.
- Develop technical skills by familiarizing self with internal documentation.
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