About the Role
The engineer will diagnose and resolve technical problems, support end-users, and collaborate with development teams to improve system reliability and performance.
Responsibilities
- Diagnose and resolve technical issues reported by users
- Provide timely responses to support tickets and inquiries
- Document technical problems and solutions in tracking systems
- Escalate complex issues to engineering teams when necessary
- Assist with onboarding new users to internal platforms
- Monitor system performance and report anomalies
- Collaborate with developers to reproduce and fix bugs
- Maintain up-to-date knowledge of platform features and updates
- Support integration testing for new software releases
- Guide users through troubleshooting steps via email or chat
- Ensure data security protocols are followed during support interactions
- Follow established workflows for incident management
- Contribute to improving support documentation
- Participate in team meetings and training sessions
- Track and report key support metrics
- Respond to urgent system outages as part of on-call rotation
- Verify fixes with users before closing tickets
- Assist with user account management and access permissions
- Communicate technical information clearly to non-technical stakeholders
- Support mobile and desktop platforms used by the organization
Nice to Have
- Experience supporting SaaS platforms
- Background in nonprofit or philanthropy technology systems
- Certifications in IT support or networking
- Exposure to AWS or other cloud infrastructure
- Experience with API troubleshooting
- Familiarity with single sign-on implementations
- Knowledge of accessibility standards
- Prior work in global organizations with diverse teams
Compensation
Competitive salary and benefits package
Work Arrangement
Remote position based in India
Team
Part of the global technology support team
About the Organization
This organization supports donors and foundations in advancing their philanthropic goals through strategic advice, management services, and innovative solutions.
Commitment to Diversity, Equity, and Inclusion
We value diverse perspectives and are committed to fostering an inclusive workplace that reflects the communities we serve.
Not applicable; role based in India
