Technical Support Engineer at Fundraiseup

Highlights • Location: Portugal • Stock options • Languages: Fluent in Russian and English • Select your preferred shift (EST): 10am – 7pm, or 6pm–3am. 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. 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. About the Role 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. What You’ll Do • Provide Expert Implementation Support: Guide clients on implementing our product across various web platforms, from standard websites to builders like Wix and WordPress. • 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. Requirements • 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. Bonus points • 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 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 Benefits • 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 @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.