Senior Manager, Technical Support Engineering

Responsibilities

• Lead, mentor, and grow a high-performing Technical Support Engineering organization for consumer and B2B experiences
• Define support engineering strategy focused on scalability, operational efficiency, and customer impact
• Drive improvements in tooling, workflows, automation, and escalation management
• Partner cross-functionally with Product, Engineering, Payments, Risk, and Care teams
• Own operational metrics and KPIs related to support quality, responsiveness, and incident management
• Serve as a senior escalation leader during major incidents (P0/P1)
• Develop processes for issue triage, root cause analysis, and incident review
• Coach and develop managers and technical support engineers

Requirements

• 5+ years of experience leading technical support or technical operations teams in high-scale environments
• 2+ years of experience managing managers or leading large support engineering organizations
• Experience supporting both consumer-scale products and B2B environments
• Technical proficiency in modern web technologies, APIs, and frontend/backend architecture
• Strong understanding of incident management and escalation handling
• Proven ability to drive scalability through process optimization and automation
• Exceptional communication skills to influence technical and non-technical stakeholders

Preferred Qualifications

• Experience supporting payment systems, transaction flows, or fintech platforms
• Experience supporting trust & safety, fraud, or financial operations
• Familiarity with CRM platforms, observability/monitoring systems, and incident management frameworks
• Experience leading globally distributed support engineering teams

About the Company

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes.