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.Highlights Location: SpainStock optionsLanguages: Fluent in Russian and EnglishShift (EST): 9 am - 6 pm, 11am - 8pmThe 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 Lead and develop a team of 7 Technical Support EngineersManage and support Lead Support Engineers responsible for key support initiatives such as Knowledge Base development, AI tooling, onboarding, and quality improvementConduct regular 1:1 meetings, coaching sessions, and performance reviewsSupport engineers' professional development and career growthOwn the operational performance of your teamMonitor and manage support metrics such as SLA, response times, resolution efficiency, and CSATWork closely with the Support Operations Manager to maintain support quality and customer satisfactionManage workload distribution and team schedulingContinuously help Support Operations Manager to improve support workflows, processes, and documentationIdentify improvement opportunities and implement changesTrack trends and ensure the team operates efficiently at scaleRequirements English — C1 or higher, comfortable working with US-based teams in a professional environmentRussian — fluent, used for internal communication with the support team2+ years of experience managing a Technical Support team in a leadership role (Team Lead, Support Manager, or similar)Experience leading teams of 5+ support engineersStrong understanding of support operations and service metrics (SLA, response times, resolution efficiency, CSAT)Proven ability to coach and develop support engineersExperience using support metrics and data to drive operational decisionsStrong communication and stakeholder management skillsWhy work with us A strong, collaborative product team that owns what it buildsClear product vision and access to real customer feedback from global nonprofit leadersFlat structure: no politics, just great work with great peopleTransparent company culture - we share how we're growing, where revenue comes from, and what's nextLong-term focus: we offer equity options and value sustained, meaningful contributionBenefits Private medical insurance for the employee and their family23 paid vacation days per year11 paid public holidays per year5 company-paid sick leave daysEnglish learning coursesRelevant professional educationGym or swimming poolHome Office Setup Assistance: the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspaceCo-workingRemote workingWe 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.
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