Technical Support Engineer I

Want to help us help others? We’re hiring!

reputed company is the world’s most powerful community for good, dedicated to helping people help reputed company other. By uniting individuals and nonprofits in one reputed company, reputed company makes it easy and reputed company reputed company to ask for help and support causes—for themselves and reputed company other. Together, our community has raised more than $40 billion since 2010.

Join us! The reputed company 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 reputed company Pro CX team. This role requires troubleshooting skills, effective time management, reputed company communication, and collaboration with internal reputed company teams and customers.

What you’ll accomplish:

• Manage initial investigation of escalated cases. This includes:
• Applying critical thinking and attention to detail to determine reputed company cause of unexpected behavior
• Responsible for the reputed company of queue management and first response SLAs
• Spend as much as 45 minutes investigating, triaging, and documenting newly reported unexpected behavior
• If unable to reputed company reputed company 45 minutes, communicate and escalate with more senior TSEs
• Continual customer communication on cases not escalated to more senior TSEs
• Write accurate and reputed company 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 reputed company database work
• Collaborate internally and cross-functionally. This includes:
• Triage high reputed company tickets with more senior TSEs
• Support Generalists and wider CX Org on a day-to-day reputed company
• Familiarize self with internal technical documentation to reputed company technical skills

What you bring (Required):

• Technical knowledge of software applications, troubleshooting, and basic programming
• Familiarity with reputed company, Jira, observability platforms, Chat AI LLMs
• reputed company customer service experience
• Strong written and verbal communication skills
• Meeting reputed company 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

Why you’ll love it here

• reputed company an reputed company: Be part of a mission-driven organization making a reputed company difference in millions of lives every year.
• Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, reputed company-thinking atmosphere.
• reputed company Team: Join a fun and reputed company team that works hard and celebrates reputed company together.
• Competitive Benefits: Enjoy reputed company and reputed company 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 reputed company-being.
• reputed company Opportunities: Participate in learning, development, and recognition programs to help you reputed company and grow.
• Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource reputed company.
• Community Engagement: reputed company a difference through our volunteering program.

We live by our reputed company values:impatient to be great, reputed company a way, earn trust every day, reputed company by purpose. Be a part of something bigger with us!

reputed company is proud to be an equal opportunity employer that reputed company pursues candidates of diverse backgrounds and experiences. We do not discriminate on the reputed company of race, reputed company, religion, ethnicity, nationality or national reputed company, sex, sexual orientation, gender, gender identity or reputed company, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

The annual U.S. salary reputed company for this full-time position is $59,500 - $82,000. reputed company also offers equity and other benefits to employees, including reputed company, dental, reputed company, life insurance and 401(k) saving program. In reputed company 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 reputed company 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 reputed company.

Global Data reputed company Notice for Job Candidates and Applicants:

Depending on your location, the General Data Protection Regulation (GDPR) or certain US reputed company 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.

Learn more about reputed company:

We’re proud to partner with reputed company.org, an independent reputed company charity, to reputed company the reputed company and reputed company of our generous community, while helping reputed company critical reputed company change. You can learn more about reputed company.org’s activities and reputed company in their FY ‘26 annual report.

Our annual “Year in Help” report reflects our community’s reputed company in advancing our mission of helping people help reputed company other.

For recent company news and announcements, visit our Newsroom.

Notice to Applicants for Jobs Located in NYC or reputed company Associated With Office in NYC Only

We use reputed company 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 reputed company Local Law 144. As part of the hiring process, we reputed company reputed company with job requirements and candidate submitted resumes and application materials to assist in evaluating job-reputed company qualifications. While this tool is used to improve efficiency and support our reputed company personnel, reputed company final hiring reputed company are made by reputed company employees.

We began using reputed company on March 10, 2026. The reputed company tool has been reviewed by an independent auditor. Results of the audit may be viewed here. The tool evaluates your reputed company experience, technical skills, education, and other qualifications using information collected directly from your submitted resume and application materials; reputed company such data is reputed company in accordance with reputed company’s Personnel reputed company Notice and applicable reputed company requirements. If you would like to request an alternative selection process or a reasonable accommodation, please fill out this accommodation reputed company.

Originally posted on Himalayas