iDonate · 10 hours ago
Technical Support Engineer
United States
Full-time
Remote
Mid Level
3+ years expiDonate is an intelligent online giving platform built exclusively for modern nonprofits, and they are seeking a highly skilled Technical Support Engineer to deliver reliable, high-quality support for their giving platform. This role involves troubleshooting complex technical issues, supporting customer implementations, and driving continuous improvement across systems to ensure an exceptional customer experience.
Software
Hiring Manager
Lisa M. Holloway
Responsibilities
Independently troubleshoot complex, customer-impacting technical issues; identify root causes and partner with Engineering to deliver durable, long-term fixes
Share ownership of the support queue with Support Analysts, including triage, prioritization, and handling basic customer questions and configuration needs as required
Assess issue impact and urgency quickly; set clear expectations for investigation, timelines, and resolution with customers and internal stakeholders
Communicate investigation findings, risks, and next steps clearly to customers, Engineering, Product, and senior stakeholders
Own technical customer configurations for new implementations and feature rollouts, ensuring customer business objectives are met
Identify recurring issues and drive proactive improvements through tooling, automation, monitoring, and alerting
Serve as a subject matter expert in one or more product areas, advocating for customer needs and influencing Product and Engineering priorities
Mentor and provide technical guidance to Support Analysts, raising overall team capability and consistency
Create and maintain internal and external documentation, processes, and best practices to improve efficiency and support quality
Qualification
Required
3–5 years of experience in Tier 2 / Tier 3 technical support or related roles, including at least 1 year in a Tier 3 capacity
Solid understanding of APIs, including interpreting requests and responses and constructing multiple request types
Excellent written and verbal communication skills with proven customer-facing experience
Highly organized and process-oriented, with a strong emphasis on documentation and scalability
Demonstrated ability to improve efficiency through automation and tooling
Proven ability to lead high-urgency investigations calmly, clearly, and effectively
Preferred
Database expertise (SQL, NoSQL, key/value stores), including data modeling and querying
JavaScript experience, including proposing fixes to existing codebases and writing standalone scripts
Familiarity with Jira, Bitbucket, and/or AWS
Benefits
Medical
Dental
Vision
401(k) enrollment
Basic life
Short-term and long-term disability
Access to an Employee Assistance Program
Unlimited PTO
10 company holidays
Company
iDonate
iDonate is an online fundraising platform for nonprofits.
11-50 employees
Funding
Current Stage
Growth StageTotal Funding
$48.77MKey Investors
MissionOGPerformanceEdge Partners
2023-08-29Series Unknown· $6.07M
2021-12-14Series B· $15.2M
2020-09-01Debt Financing· $5.3M
Leadership Team
Matt Kern
CFO and Head of Operations
Bill High
Founder
Recent News
2025-05-04
2025-02-09
Company data provided by crunchbase