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Senior Support Engineer

Posted by
Fundraise Up
|
Brooklyn, NY
New
|
Published 6 days ago

This posting is for an in-person position at our company headquarters in Brooklyn, NY. Remote or work-from-home positions are not available.

Compensation & Benefits

Starting Annual Salary: $60K–$80K

Equity: 0.05%

Medical Benefits: Medical, dental, and vision coverage with $1K monthly limit

Food & Beverage: Daily UberEats allowance, plus endless snacks, sushi, wine/beer, and good coffee

Paid Leave: Flexible paid leave

About Fundraise Up

Fundraise Up is a rapidly growing fintech scale-up headquartered in Brooklyn, NY that provides online fundraising software to enterprise nonprofits. Fundraise Up's AI-powered platform is leveraged by trusted organizations like UNICEF USA to double their online donation revenue. We have just closed $10M in Series A funding and are sprinting toward a $1–5B valuation within the next few years.


Your Role

You’ll be working with an existing support team of two (and growing), improving processes and efficiencies, and exploring new channels of support. We are helping our users have the best possible experience — that means friendly, helpful, and efficient support. We’re famous for it.

We work with nonprofits both using our software as well as getting set up on their websites and working with their CRM integrations (natively built typically). Our nonprofits love us, and we love them. So much so, we’re building a “love wall” to show all the love letters we get.

The support team is the escalation point for all advanced objectives with SME nonprofits and the backup for our Enterprise team in submitting tickets and digging into user-reported issues. This team will respond directly to clients (SME) or typically through an account manager (Enterprise) when handling technical support issues, escalating them to engineering when needed. You'll be managing, writing and organizing, and running the help center and knowledge base. You'll be keeping up to speed on new features being released and writing help articles for them. You'll always be on the lookout to improve and create the best support experience and process.

Your Typical Day

• Hit the ground running by checking up on new and updated tickets in Hubspot and Front.

• Make your espresso.

• Process 4 issues such as duplicate contact records in Salesforce, a question about the JS API and Zapier fields, and chat with other engineers on complex database mapping requirements. 

• Verify and write a detailed bug ticket that identifies the issue for engineering to resolve.

• Have your lunch with a view of the Manhattan skyline. Share some of that lunch with Diego (our office Schnauzer—no grapes, chocolate, or onions please). He will definitely ask for some.

• Write a Helpdesk article about the new upcoming payment method and how to connect it.

• Update screenshots and enhance a previous Helpdesk article about Salesforce integration.

• Check with engineering on the new CRM integration release date and be familiar with it.

• Set agenda for next day.

• Decompress on with your teammates with a beverage of your choice.

• Go home.

What you bring to the table:

  • Previous SaaS tech support experience, B2B ideal.
  • Experience in Salesforce administration with awareness of NPSP, Process Builder, and Flows.
  • Strong interpersonal skills and a desire to work with a team of varied personalities
  • Strong written and verbal communication skills both virtual and in person. 
  • Strong technical skills. You won’t need to code, but you will need to be able to troubleshoot third-party integrations and identify possible issues with the API calls used.
  • Navigate through logs and identify errors.
  • Strong technical writing skills. You will be a chief contributor to our Help Center articles.
  • Strong QA skills. You will need to file tickets explaining both functional bugs and user experience bugs in newly built features.
  • Ability to work with minimal supervision but play well with others.
  • Obsessive attention to detail.
  • Sense of humor (life’s too short).
  • Not be a clock watcher. We’re a start-up so we run fast and hard to the finish line which is an exit in 3 years. We’ll rest then. (this is important)
  • Willing to jump in to help colleagues. We all wear different hats at times when necessary.
  • Assume best intentions when dealing with customers and team members.
  • Treat fellow employees with respect. 
  • Previous coding experience is a bonus.

These are the nice-to-have side dishes:

  • Have nonprofit operation experience, and understand how funds are processed and reported.
  • Experience with various nonprofit CRMs like Raiser's Edge NXT, Virtuous, and EveryAction. 
  • Familiarity with different CMS systems like WordPress, Squarespace, Joomla, and Hubspot.
  • Being bilingual is great but not a must. Among us, we speak English, Swedish, Russian, Italian, Portuguese, Spanish, Chinese, Danish, Hebrew, German, Ukrainian—and that’s just in our Brooklyn office. You just need to speak English well.




Fundraise Up provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability.

This posting is for an in-person position at our company headquarters in Brooklyn, NY. Remote or work-from-home positions are not available.

Compensation & Benefits

Starting Annual Salary: $60K–$80K

Equity: 0.05%

Medical Benefits: Medical…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Start Date
    May 10, 2021
  • Education
    4-Year Degree Required
  • Professional Level
    Professional

Salary

$60,000 - $80,000Starting Annual Salary: $60K–$80K Equity: 0.05% Medical Benefits: Medical, dental, and vision coverage with $1K monthly limit Food & Beverage: Daily UberEats allowance, plus endless snacks, sushi, wine/beer, and good coffee Paid Leave: Flexible paid leave

Benefits

Medical Benefits: Medical, dental, and vision coverage with $1K monthly limit

Paid Leave: Flexible paid leave

Medical Benefits: Medical, dental, and vision coverage with $1K monthly limit

Paid Leave: Flexible paid leave

Level of Language Proficiency

Being bilingual is great but not a must. Among us, we speak English, Swedish, Russian, Italian, Portuguese, Spanish, Chinese, Danish, Hebrew, German, Ukrainian—and that’s just in our Brooklyn office. You just need to speak English w

Being bilingual is great but not a must. Among us, we speak English, Swedish, Russian, Italian, Portuguese, Spanish, Chinese, Danish, Hebrew, German, Ukrainian—and that’s just in our…

Location

On-site
Brooklyn, NY, USA

How to Apply

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