Technical Support Engineer - Remote

• Languages
  : Fluent in Russian and English
• Select your preferred shift (EST): 9am – 6pm, 10am – 7pm, or 6pm–3am.

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.

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 Mongo

DB. The frontend stack includes Webpack, Vue.js, and React, with nearly all code written in Type Script. For high-throughput messaging and background processing, we use Kafka (for millions of events) and Bull (Redis). Analytics data is stored in Click House, and we use Elasticsearch for search.

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. Biweekly engineering forums give space to share learnings and celebrate technical achievements. You’ll be joining a team where quality, mentorship, and mutual respect come first.

As a Technical Support Engineer, you are more than just a support agent; 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.

• Provide Expert Implementation Support: Guide clients on implementing our product across various web platforms, from standard websites to builders like Wix and Word Press.
• Diagnose and Escalate Bugs: Expertly reproduce technical issues, investigate root causes, and create clear, structured reports for the development team.
• Deliver World-Class Support: Respond to user requests with empathy and technical precision, digging deep to understand their real needs and guide them to the best solutions.
• Influence Product Development: Participate in product meetings, bringing valuable user feedback and insights to help shape new features and improvements.
• Build Our Knowledge Base: Maintain and contribute to our public help desk, FAQs, and internal knowledge base to empower both users and internal teams.
• Act as a Product Resource: Serve as the go-to expert for product-related questions from other teams within the company.

• Excellent Communication
  
  Skills:
  
  Flawless written and spoken English is essential for communicating with our global user base and internal teams.
• Relevant
  
  Experience:
  
  2 years of experience in technical support, product support, or a client-facing implementation role.
• Technical Aptitude: You understand how the web works (HTML, CSS, JS) and ideally have hands‑on experience with web development. You are comfortable diving into technical problems.
• A Problem‑Solver's Mindset: You have…