Senior Manager, Technical Support Engineering

Want to help us help others? We’re hiring!

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—for themselves and each other. Together, our community has raised more than $40 billion since 2010.

Join us! The GoFundMe team is searching for our next Senior Manager, Technical Support Engineering. This is a senior technical leadership role responsible for leading and scaling Technical Support Engineering across both consumer and B2B experiences. You will oversee a multi-team organization of technical support engineers focused on delivering exceptional support outcomes for a high-volume consumer platform while also supporting the payment and transaction experiences tied to our B2B and high volume SMB and mid-market customers.

You will build out the technical support strategy and customer experience for consumers, while refining an established B2B model, with a strong focus on scale, operational excellence, platform reliability, and customer experience. This role partners closely with Engineering, Product, Care, Risk, Payments, and account management teams to improve supportability, reduce friction, and ensure efficient resolution of complex technical and payment-related issues.

The ideal candidate combines strong technical acumen with operational leadership experience in high-growth environments and a passion for leveraging AI to improve support operations and customer experiences. You are highly collaborative, comfortable navigating ambiguity, experienced in leading through change, and skilled at influencing cross-functional stakeholders to drive measurable business outcomes. As a leader, you will champion the evolution of Technical Support Engineering into an AI-enabled organization, leveraging intelligent automation, generative AI, and data-driven insights to scale support operations, improve customer outcomes, and empower teams to solve increasingly complex problems with greater speed and effectiveness.

The Job

• Lead, mentor, and grow a high-performing Technical Support Engineering organization supporting both consumer and B2B customer experiences
• Define the support engineering strategy focused on scalability, operational efficiency, and customer impact
• Drive improvements in tooling, workflows, automation, escalation management, and support processes to increase support scalability
• Partner cross-functionally with Product, Engineering, Payments, Risk, Care, and account management teams to improve product supportability and customer outcomes
• Own operational metrics and KPIs related to support quality, responsiveness, incident management, and customer experience
• Participate in on-call rotation and serve as a senior escalation leader during major incidents (P0/P1), ensuring effective coordination, communication, and resolution management
• Develop and maintain processes for issue triage, root cause analysis, incident review, and escalation handling
• Guide the team to build and scale knowledge management, troubleshooting documentation, and training programs across the organization
• Coach and develop managers and technical support engineers through regular feedback, mentorship, and career development
• Drive operational reporting and provide regular insights on team performance, customer trends, platform health, and support effectiveness
• Ensure readiness and alignment for product launches and platform changes
• Advocate for the customer by bringing technical support insights into product and engineering decision-making

You

• 5+ years of experience leading technical support, support engineering, or technical operations teams in high-scale environments
• 2+ years of experience managing managers and/or leading larger support engineering organizations
• Experience supporting both consumer-scale products and B2B environments
• Experience supporting payment systems, transaction flows, or financial technology platforms preferred
• Strong understanding of incident management, escalation handling, and operational support best practices
• Proven experience driving support scalability through process optimization, tooling improvements, automation, and cross-functional partnerships
• Technical proficiency across modern web technologies and systems, including APIs, frontend/backend architecture, and payments platforms
• Strong analytical and problem-solving capabilities with the ability to make strategic, data-informed decisions
• Exceptional written and verbal communication skills with the ability to influence stakeholders across technical and non-technical teams
• Experience operating effectively in fast-paced, high-growth environments with evolving priorities
• Passion for building strong teams, developing talent, and improving customer experiences at scale

Preferred

• Experience supporting payments, trust & safety, fraud, or financial operations workflows
• Familiarity with CRM platforms, support tooling, observability/monitoring systems, and incident management frameworks
• Experience partnering with customer teams and executive stakeholders
• Experience leading globally distributed support engineering teams
• Bonus points for nonprofit experience

Why you’ll love it here

• Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year.
• Innovative Environment: Work with a diverse, passionate, and talented team in a fast-paced, forward-thinking atmosphere.
• Collaborative Team: Join a fun and collaborative team that works hard and celebrates success together.
• Competitive Benefits: Enjoy competitive pay and comprehensive healthcare benefits.
• Holistic Support: Enjoy financial assistance for things like hybrid work, family planning, along with generous parental leave, flexible time-off policies, and mental health and wellness resources to support your overall well-being.
• Growth Opportunities: Participate in learning, development, and recognition programs to help you thrive and grow.
• Commitment to DEI: Contribute to diversity, equity, and inclusion through ongoing initiatives and employee resource groups.
• Community Engagement: Make a difference through our volunteering program.

We live by our core values: impatient to be great, find a way, earn trust every day, fueled by purpose. Be a part of something bigger with us!

GoFundMe is proud to be an equal opportunity employer that actively pursues candidates of diverse backgrounds and experiences. We do not discriminate on the basis of race, color, religion, ethnicity, nationality or national origin, sex, sexual orientation, gender, gender identity or expression, pregnancy status, marital status, age, medical condition, mental or physical disability, or military or veteran status.

If you require a reasonable accommodation to complete a job application or a job interview or to otherwise participate in the hiring process, please fill out this accommodation form.

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Depending on your location, the General Data Protection Regulation (GDPR) or certain US privacy laws may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.

Learn more about GoFundMe:

We’re proud to partner with GoFundMe.org, an independent public charity, to extend the reach and impact of our generous community, while helping drive critical social change. You can learn more about GoFundMe.org’s activities and impact in their FY ‘25 annual report.

Our annual “Year in Help” report reflects our community’s impact in advancing our mission of helping people help each other.

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