Technical Support Engineer

Highlights: Location: Remote (EST hours preferred) Language: Russian-speaking team, English C1+ required About Fundraise Up We’re Fundraise Up - a global fundraising platform built to make donating to nonprofits fast, seamless, and accessible to all. Every month, our technology powers tens of millions of dollars in donations across the globe. We focus on innovation that directly impacts results: faster load times, higher conversion rates, global payment support, and accessibility-first design. Our platform is trusted by many of the world’s leading nonprofits, including UNICEF, the Alzheimer’s Association, and a wide range of global NGOs. With a 4.9/5 rating across top software review platforms, we’re recognized not just for our impact - but for the quality of the product we deliver. A Truly Global Product We operate in the enterprise segment, serving nonprofit organizations across North America, the United Kingdom, Australia, and Europe. We’re building a large and complex product ecosystem that serves nonprofits, donors, and partners around the world. The platform includes a modern checkout experience and customizable widgets (each a standalone SPA), donor, organization, and partner portals, admin tools, and several internal apps. Our backend is powered by Node.js (Koa, NestJS) and MongoDB. The frontend stack includes Webpack, Vue.js, and React, with nearly all code written in TypeScript. For high-throughput messaging and background processing, we use Kafka (for millions of events) and Bull (Redis). Analytics data is stored in ClickHouse, and we use Elasticsearch for search. The Team We are a distributed team of 160+ product professionals, including 80+ engineers. Our team members are mainly based across Spain, Poland, Portugal, Georgia, Armenia, Serbia, Turkey, and Cyprus. Many of our developers bring 5 - 10+ years of experience, and we foster a culture of deep technical curiosity and knowledge sharing. Despite our scale, we operate like a focused team - where every task matters and every voice is heard. We value thoughtful collaboration, strong engineering practices, and a product mindset. You’ll be joining a team where quality, mentorship, and mutual respect come first. About the Role 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 they can leverage our platform to its fullest potential. You will also be 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, and 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. Requirements 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. Nice to Have Experience with Intercom or similar ticket systems. Experience writing Help Center or knowledge base articles. Experience with API troubleshooting or integration support. Why work with us A strong, collaborative product team that owns what it builds. Clear product vision and access to real customer feedback from global nonprofit leaders. Flat structure: no politics, just great work with great people. Transparent company culture-we share how we’re growing, where revenue comes from, and what’s next. Long-term focus: we offer equity options and value sustained, meaningful contribution. Compensation The compensation for this role is up to €2,600 gross per month. Final compensation will be determined based on relevant experience, skills, qualifications, alignment with the role’s requirements and location. Benefits 31 days off. 100% paid telemedicine plan. Home Office Setup Assistance: the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace. English learning courses. Relevant professional education. Gym or swimming pool. Co-working. Remote working. **Please note: All official correspondence from Fundraise Up will exclusively originate from the @fundraiseup.com domain. Exercise caution and ensure the authenticity of emails claiming to be from our company. We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, disability, or any other characteristic protected by applicable law in the countries where we operate.