Customer Support - Tier 2

About Gravyty:
Gravyty is the leading provider of AI-powered fundraising solutions, empowering nonprofits to raise more funds and deepen donor relationships. We are passionate about harnessing the power of technology to create a lasting impact on the nonprofit sector. As we continue to grow, We are seeking Technical (Tier 2) Support to join our Global Customer Care Team. 

Key Responsibilities:

Perform in-depth troubleshooting, including DB analysis, monitoring alerts, and reading system logs to identify and solve complex support issues that were escalated by other support levels.

Set up SSL/IIS certificates and troubleshoot DNS issues as needed

Aid with strategic platform / website builds, customizations, and configurations based on client requirements / requests

Apply CSS /Javascript upon request to sites via CMS and dashboard

Read/edit HTML to meet client requests

On-call shifts for out-of-hours during busy periods

Assist with the creation and optimization of our external Knowledge Base, support documentation and best practices. 

Reproduce and document product defects, work with Product and Engineering teams to understand and resolve complex issues.

Support the mission of the company by using our product to provide a high level of client service

Maintain clear and concise communication for all cases in a timely and efficient manner.

Triage inbound support requests and resolve or escalate to the appropriate internal team.

Proven problem-solving and technical troubleshooting skills.

Qualifications:

3+ years in customer/technical support or equivalent roles

Experience working within a B2B SaaS organization

Excellent verbal and written communication skills

Excellent customer service and interpersonal skills

Strong technical aptitude and/or basic understanding of HTML/CSS, SQL, JavaScript, API concepts

Familiarity with AWS a plus

Familiarity with Zendesk or similar CRM/ticketing system, a plus

Ability to work autonomously in a high paced work environment

Benefits:

Competitive salary and bonus structure

Comprehensive health, dental, and vision insurance

401(k) with company match

Generous paid time off and holiday schedule

Professional development opportunities

A supportive, mission-driven work environment

Gravyty is committed to building and fostering a diverse and inclusive workforce and culture. We are an equal opportunity employer and welcome people of all cultures, ethnicities, ages, genders, sexual orientations, religions, and abilities to join Gravyty's success story.  

If this sounds like you, feel free to get in touch (please attach your resume), we’ll be happy to hear from you!