Technical Support Engineer

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.

• Base Salary: $1,700 - $1,900
• Location:
  
  Indonesia
• Stock options
• Languages:
  
  Fluent in Russian and English
• Select your preferred shift (EST): 6pm–3am

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 strong analytical skills and an innate curiosity. You don’t just answer questions; you investigate the underlying issues.
• Proactive and Detail‑Oriented:
  You take initiative, manage your tasks effectively, and have a keen eye for detail.
• A High Degree of Ownership:
  Reliability and accountability are critical. We are looking for a professional who takes pride in their work and honors their commitments.

• Curiosity and a hypothesis‑driven mindset
• Ability to communicate complex analytical concepts to non‑technical audiences
• Detail‑oriented with a strong sense of ownership
• Comfort working in fast‑paced, data‑rich environments

• 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

• 30 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  domain. Exercise caution and ensure the authenticity of emails claiming to be from our company.

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