Support Engineer - job 1 of 2

Company Description

Givebutter is the most-loved nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. Nonprofits use Givebutter to replace multiple tools so they can launch fundraisers and events, use donation forms and donor management (CRM), send emails and text blasts—all in one place. Use of the Givebutter platform is completely free with a 100% transparent tip-or-fee model.

Givebutter has been certified as a Great Place to Work® in 2021, 2022, 2023, and 2024, and is the #1 rated nonprofit software company on G2 across multiple categories.

Our mission is to empower the changemaker in all of us. We believe giving should be fun, so you’ll want to do it again, and we also believe that work should be fun, so that you’ll have the greatest impact. We are excited to hear from talented people who want to work with other talented people in making the world a butter place—and have fun along the way. 

Role Description

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

More about Givebutter

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 a 3% 401k match for all eligible employee's.

• 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 leave for all parents and comprehensive leave planning management through Aidora.

• 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.

Interview Process

Below is a high-level outline of our standard interview process

1. Recruiter Screen: A 30-minute conversation to learn more about your background, walk through the role, and ensure mutual alignment on expectations, values, and logistics.

2. Hiring Manager Interview: A deeper dive into your relevant experience, skillset, and working style. This is your first opportunity to connect directly with the person who may be your future manager.

3. Assessment (technical or non-technical): This stage will vary based on the role. It could involve a live coding session, case study, or take-home project. Some roles may include two parts to this stage to evaluate both practical skills and problem-solving approaches

4. Values Interview: A conversation with team members focused on how you align with our core values and leadership principles.

5. References: We connect with a few folks you’ve worked closely with to get a better picture of your working style and impact.

6. Offer: If all goes well, we’ll move to the offer stage!

Please note, we will have an AI note-taking tool (Elly) join most of our interviews.

Hi potential new butterslice! A recent study from LinkedIn showed that most women apply to jobs only when they meet 100% of the requirements, whereas men will hit the apply button if they hit 60%. Givebutter is committed to building a diverse and inclusive team. So to the women and nonbinary folks out there feeling unsure if you're a perfect fit, we strongly encourage you to apply!