Technical Support Team Lead

Highlights

• Location: Serbia
• Stock options
• Languages: Fluent in Russian and English 
• Shift (EST): 9am - 6pm

About Fundraise Up

We’re Fundraise Up - a global fundraising platform built to make donating to nonprofits fast, seamless, and accessible to all. Every month, our technology powers tens of millions of dollars in donations across the globe. We focus on innovation that directly impacts results: faster load times, higher conversion rates, global payment support, and accessibility-first design.

Our platform is trusted by many of the world’s leading nonprofits, including UNICEF, the Alzheimer’s Association, and a wide range of global NGOs. With a 4.9/5 rating across top software review platforms, we’re recognized not just for our impact - but for the quality of the product we deliver.

A Truly Global Product

We operate in the enterprise segment, serving nonprofit organizations across North America, the United Kingdom, Australia, and Europe.

We’re building a large and complex product ecosystem that serves nonprofits, donors, and partners around the world. The platform includes a modern checkout experience and customizable widgets (each a standalone SPA), donor, organization, and partner portals, admin tools, and several internal apps.

Our backend is powered by Node.js (Koa, NestJS) and MongoDB. The frontend stack includes Webpack, Vue.js, and React, with nearly all code written in TypeScript. For high-throughput messaging and background processing, we use Kafka (for millions of events) and Bull (Redis). Analytics data is stored in ClickHouse, and we use Elasticsearch for search.

The Team

We are a distributed team of 160+ product professionals, including 80+ engineers. Our team members are mainly based across Spain, Poland, Portugal, Georgia, Armenia, Serbia, Turkey, and Cyprus. Many of our developers bring 5 - 10+ years of experience, and we foster a culture of deep technical curiosity and knowledge sharing.

Despite our scale, we operate like a focused team - where every task matters and every voice is heard. We value thoughtful collaboration, strong engineering practices, and a product mindset. Biweekly engineering forums give space to share learnings and celebrate technical achievements. You’ll be joining a team where quality, mentorship, and mutual respect come first.

About the Role

As a Technical Support Engineer, you are more than just a support agent; you are a product expert, a client advocate, and a technical detective. You will be responsible for diagnosing and resolving complex technical issues for our clients, ensuring they can leverage our platform to its fullest potential. You will also be the voice of the customer within our company, providing invaluable feedback that directly influences our product roadmap.

What You’ll Do

• Lead and develop a team of 7 Technical Support Engineers;
• Manage and support Lead Support Engineers responsible for key support initiatives such as Knowledge Base development, AI tooling, onboarding, and quality improvement;
• Conduct regular 1:1 meetings, coaching sessions, and performance reviews;
• Support engineers’ professional development and career growth;
• Own the operational performance of your team;
• Monitor and manage support metrics such as SLA, response times, resolution efficiency, and CSAT;
• Work closely with the Support Operations Manager to maintain support quality and customer satisfaction;
• Manage workload distribution and team scheduling;
• Continuously help Support Operations Manager to improve support workflows, processes, and documentation;
• Identify improvement opportunities and implement changes;
• Track trends and ensure the team operates efficiently at scale.

Requirements

• English — C1 or higher, comfortable working with US-based teams in a professional environment;
• Russian — fluent, used for internal communication with the support team;
• 2+ years of experience managing a Technical Support team in a leadership role (Team Lead, Support Manager, or similar);
• Experience leading teams of 5+ support engineers;
• Strong understanding of support operations and service metrics (SLA, response times, resolution efficiency, CSAT);
• Proven ability to coach and develop support engineers;
• Experience using support metrics and data to drive operational decisions;
• Strong communication and stakeholder management skills.

Why work with us

• A strong, collaborative product team that owns what it builds
• Clear product vision and access to real customer feedback from global nonprofit leaders
• Flat structure: no politics, just great work with great people
• Transparent company culture-we share how we’re growing, where revenue comes from, and what’s next
• Long-term focus: we offer equity options and value sustained, meaningful contribution

Benefits

• 20 working days of annual leave per year + 15 public holidays + 5 fully paid by Company sick days per year
• Private Health insurance from Generali for the whole family
• 100% paid telemedicine plan
• Home Office Setup Assistance: the company offers assistance with purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace.
• English learning courses
• Relevant professional education
• Gym or swimming pool
• Co-working
• Remote working.

_{**Please note: All official correspondence from Fundraise Up will exclusively originate from the @fundraiseup.com domain. Exercise caution and ensure the authenticity of emails claiming to be from our company.}