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…