Senior Manager, Technical Support Engineering

About the role

GoFundMe is seeking a Senior Manager to lead its Technical Support Engineering organization. This senior leadership position oversees teams that support both high‑volume consumer platforms and B2B payment experiences, driving scalability, reliability, and exceptional customer outcomes.

Key responsibilities

• Define and execute a support engineering strategy focused on scale, operational efficiency, and customer impact.
• Lead, mentor, and grow a multi‑team organization of technical support engineers.
• Partner with Product, Engineering, Payments, Risk, Care, and account management to improve product supportability.
• Own operational metrics, KPIs, and incident management for support quality and responsiveness.
• Participate in on‑call rotation and act as senior escalation lead during major incidents (P0/P1).
• Drive tooling, workflow, automation, and escalation improvements.

Required profile

• Proven technical leadership experience in high‑growth, high‑volume environments.
• Strong collaborative skills and ability to influence cross‑functional stakeholders.
• Experience navigating ambiguity, leading change, and delivering measurable business outcomes.
• Passion for leveraging AI, intelligent automation, and data‑driven insights to enhance support operations.

Required skills

What we offer

• Opportunity to shape an AI‑enabled support organization at a global platform.
• Collaboration with diverse product, engineering, and business teams.
• Impactful work that directly improves millions of users' experiences.