Givebutter is seeking an exceptional Support Engineer to work closely across the company to improve the integrity and reliability of our products. As a Givebutter Support Engineer, you will provide vital technical support, both internally and to customers. You will be responsible for diagnosing and solving complex technical issues and implementing fixes to prevent them from reoccurring. You will work with our customer-facing teams (Sales, Success, Support) to identify and solve common customer friction points. You will also play a role in implementing improvements to internal processes, such as those with the Trust & Safety and Data teams. This role will also be responsible for managing the customer support backlog, SLAs, and internal request backlog and helping to unblock Customers in post-sales implementations.
Why join Givebutter’s Engineering team?
- Democracy of code – We value equal contributions from all engineers and foster an environment of open discussion on architecture and ideas.
- Autonomy in work – We keep meetings to a minimum. Engineers have the freedom to manage their own calendars and block out uninterrupted time for focused work.
- Automated CI/CD – Our build and deployment processes are fully automated and hands-off, allowing engineers to focus on problem-solving through code.
- Mission-driven, full stop – You’ll be working with inspiring nonprofits, charities, and organizations that are making a positive impact around the world.
Responsibilities
- Analyze, troubleshoot, and fix complex technical issues escalated by the customer support and customer success teams, providing timely and effective resolutions.
- Ensure compliance with internal SLAs by managing escalated support tickets and delivering solutions within expected timeframes.
- Provide technical guidance and assistance to the customer support and customer success teams, helping them confidently address customer inquiries.
- Identify recurring issues and collaborate with engineering teams to develop long-term solutions that prevent future occurrences and improve product stability.
- Work closely with the customer success to prioritize assisting and unblocking technical hurdles for customer implementations.
- Actively contribute to the product development process by sharing insights, feedback, and ideas, helping shape new features and platform functionality.
Requirements
- 3+ years of experience with React, building modern, responsive front-end applications
- 3+ years of experience with Laravel and PHP
- Proficiency in working with REST APIs, code packages, and deployment tools
- Experience writing unit and/or integration tests to ensure the reliability of the codebase
- Familiarity with React Query, React Hook Form, Tailwind CSS, Zustand, or Svelte is a plus
- Experience working with API integrations and troubleshooting, with knowledge of tools like Zapier
- Experience with Linear as a ticketing tool is nice but not necessary
- Excellent communication and problem-solving skills, with the ability to work cross-functionally and communicate effectively with non-technical team members or customers
Benefits
- Remote Work: Work from anywhere in the United States.
- Health Insurance: We offer Medical, Dental, and Vision insurance covered 100% for employees as well as HSA and FSA accounts.
- Mental Health: Givebutter health insurance plans come with access to a TalkSpace membership.
- 401k: We offer access to a retirement planning account for all employees, with a match coming in April 2025.
- Vacation and Holiday: Givebutter offers a Flexible PTO policy with uncapped Vacation days. Givebutter is closed for a whole week in the summer for an employee Wellness Week.
- Parental Leave: We offer 12 weeks of paid parental leave for both primary and secondary caregivers.
- Home Office Stipend: Upgrade your home office with company-sponsored expenses, including high-quality laptops, monitors, and modern technology.
- Charitable Giving: Employees are encouraged to donate up to $50/month to any verified nonprofit they wish to support on Givebutter.
- Professional Development: We offer learning and development reimbursement opportunities.
- Love What You Do: We are a mission-driven company serving the charitable sector. Feel good about the work you’re doing and the company you work for.