Senior Software Engineer- Support

Job Description

Job Description

About Us

Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving.

Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits

We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do.

The ideal candidate for Virtuous embodies our values by :

Asking questions with a spirit of curiosity

Giving feedback freely with candor & grace, welcoming it in return

Displaying a passion for philanthropy and technology

Serving with joy. Everyone is willing to make the coffee!

Celebrating the wins & milestones of others

Assuming good intent & demonstrating trust in others

Pursuing relationships with people different from themselves & creates space to be human

Find our core values & more here .

Position Summary

We’re looking for a Senior Software Engineer- .NET (Tier 2 Support Team) to join our Engineering team.

This is a cross-functional role that lives within Engineering but works deeply embedded with our Support team. You’ll report directly to the Director of Engineering, with a dotted-line to the Director of Technical Support.

Your mission is to increase product reliability and support efficiency by resolving advanced customer issues or bugs, building internal tooling, and strengthening engineering-minded practices within Tier 2 Support. This role is ideal for someone who thrives at the intersection of development, diagnostics, and Technical Support.

Responsibilities

Primary — Resolve Complex Support Tickets

You’ll be the go-to engineer for tackling tough customer issues that reach Tier 2 and require deep application or systems knowledge. This includes :

Troubleshooting complex .NET service behaviors, data anomalies, or performance bottlenecks.

Debugging support requests from Tier 2 that require engineering insight or code-level evaluation.

Drive resolution of customer reported bugs by identifying root causes and delivering targeted fixes or mitigations.

Maintaining empathy for Support and customers throughout incident response.

Willingness to join customer calls to investigate issues firsthand, build trust, and accelerate resolution.

Secondary — Build Internal Support Tooling

You’ll help our Support team move faster by creating the tools they need to solve more problems independently. You will :

Build and maintain internal diagnostics tools, dashboards, and scripts.

Create reusable utilities for inspecting customer environments and data.

Identify patterns in escalations and proactively reduce friction through automation or visibility tooling.

Tertiary — Equip the Support Team with Engineering Thinking

You’ll help foster deeper engineering knowledge within Support by :

Mentoring Tier 2 agents on technical systems, debugging practices, and tooling.

Hosting working sessions to walk through incident root causes and resolutions.

Collaborating to improve workflows, escalation paths, and the overall support-to-engineering handoff process.

You Must Have

You have 5+ years of experience in software engineering with strong expertise in .NET (C#, ASP.NET Core).

You have experience in SaaS environments and a deep understanding of multi-tenant systems, APIs, and distributed application behavior.

You enjoy debugging and getting to the bottom of complex edge cases.

You have strong communication skills and love partnering with non-engineers to solve hard problems.

You’re curious and proactive—when you see recurring issues, you dig in and design a better path forward.

You’re comfortable being customer-facing—jumping on calls or helping restore trust during high-impact incidents.

Bonus Points

Experience with tools like Azure App Services, Azure SQL, Redis, Hangfire, Application Insights, DataDog or other observability platforms.

Experience working with Zendesk and Jira to track issues and collaborate across teams.

Prior experience in Site Reliability, Production Support, or Customer-Facing Engineering roles.

Background in nonprofit tech, CRMs, or fundraising systems.

What We Offer

Market competitive pay leveraging Carta data

Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)

401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days

We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO

Supportive time off including paid volunteer days and company holidays

Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)

We pride ourselves on Community and host exciting company outings and events.

We’ve recently noticed an increase in recruitment scams where individuals are impersonating recruiters to obtain personal or financial information through fraudulent interviews and job offers.

Please note that all legitimate communication from Virtuous will only come from the @virtuous.org domain. If you receive a message from other domains, even if they look similar (e.g., virtuouscareers.org or virtuousjobs.com), they are  not legitimate  and we recommend disregarding it immediately.