Virtuous

Support Engineer

• Handle escalated Tier 2 support tickets submitted via email and phone using Zendesk, with a strong focus on accuracy, ownership, and follow-through.
• Troubleshoot payment processing issues end-to-end across Virtuous Giving and Raise, including failed transactions, donor checkout errors, payment method issues, webhook/notification-related failures, and discrepancies between platform and gateway outcomes.
• Manage and support payment gateway integrations (such as: Stripe, Stax, Authorize.net, Paypal, etc..), including diagnosing configuration issues, validating credentials and connectivity, understanding gateway-specific behaviors, and identifying when issues originate in Virtuous vs. the gateway.
• Investigate and resolve reconciliation issues, including settlement timing, payouts, refunds, chargebacks, and mismatched transaction records ensuring accurate reporting and customer confidence.
• Meet and maintain performance metrics including response time, resolution time, ticket throughput, and CSAT.
• Troubleshoot complex, non-standard issues by reproducing problems, analyzing data, and identifying root causes.
• Investigate and validate potential product defects, document findings clearly, and collaborate with Engineering through Jira to drive resolution.
• Collect logs, account data, and environmental details to identify patterns, edge cases, or systemic issues.
• Propose creative and practical solutions or workarounds to help customers accomplish their goals—even when the product isn’t behaving as expected.
• Manage customer expectations by providing timely updates, setting clear next steps, and communicating technical details in an understandable way.
• Work closely with Customer Success to support customer health, retention, and overall experience.
• Adapt to evolving responsibilities and priorities in a fast-paced, growing SaaS environment.

Technical Support Engineer, Tier 2 – Payments Team

Solutions Engineer

• Partner with Sales Account Executives and Customer Success Managers to plan, prepare and execute on strategic deals in complex sales cycles including technical discovery, product demonstrations, and feature/functionality explanations.
• Lead detailed technical discussions and presentations with prospects, understand their challenges, communicate solution value, collaborate on tailored plans, and position Virtuous as a transformational technology partner.
• Collaborate on technical aspects of RFP / RFI responses
• Assist with scoping of product and implementation packages
• Develop and maintain demonstration sandboxes to contextually showcase features and functionality of multiple Virtuous products
• Provide personalized suggestions for prospects and customers for how they can best leverage Virtuous software and responsive fundraising strategies
• Provide direct feedback to the product development and management teams regarding current roadmap and additional enhancements
• Be a resource for questions, best practices, and trainings on where Virtuous fits into the nonprofit technology landscape including integrations with partners

Marketing

• Own the planning, execution, and optimization of all external conferences, trade shows, and field marketing events.
• Help shape which events we should attend by analyzing market segments, vertical opportunities, and regional expansion priorities.
• Develop experiences that stand out in crowded nonprofit/tech event spaces (e.g., interactive activations, storytelling spots, “give back” tie-ins aligned to mission).
• Partner with sales, partnerships, and marketing to align event strategy with business objectives and revenue goals.
• Develop event plans, budgets, timelines, and success metrics for each field initiative.
• Manage event logistics including booth design, collateral, shipping, sponsorship deliverables, and lead capture.
• Coordinate speaker submissions, session content, and on-site activations that position Virtuous as a thought leader in nonprofit fundraising.
• Ensure all events reflect Virtuous’ brand, messaging, and customer-first experience.
• Build pre-event, during-event, and post-event campaigns to maximize engagement and follow-up.
• Partner with marketing operations to track, measure, and report on event ROI, including leads generated, influenced pipeline, and closed revenue.
• Develop playbooks to continually improve field performance and increase conversions.
• Work closely with the sales team to ensure alignment on event goals, booth staffing, and follow-up strategy.
• Provide sales with the right tools, messaging, and collateral to engage prospects at events.
• Partner with marketing to deliver compelling stories and showcase product differentiation on-site.

Field Marketing Manager

Performance Marketing

• Execute integrated marketing programs across digital, email, paid media, ABM, events, and webinars.
• Manage day-to-day campaign operations including asset creation, campaign setup, launch, monitoring, and optimization.
• Collaborate with content, product marketing, and design to ensure messaging and creative align to target segments and personas.
• Continuously test, measure, and optimize campaigns for engagement, lead quality, conversion rates, and ROI.
• Operate with a growth mindset: build and scale playbooks, but also be comfortable scrapping what doesn’t work and rapidly testing new channels, messaging, and formats.
• Support execution of programs that move leads through the funnel — from awareness to opportunity to closed-won.
• Work closely with SDR and Sales teams to ensure alignment on lead qualification, follow-up, and conversion strategies.
• Partner with Marketing Ops and Rev Ops to monitor lead flow, routing, and scoring to maximize pipeline impact.
• Provide regular reporting on campaign performance, pipeline contribution, and recommended adjustments.
• Leverage AI tools, predictive analytics, and automation to improve targeting, personalization, and campaign efficiency.
• Support ABM initiatives with personalized campaigns for named accounts and key verticals.
• Partner with Field Marketing to amplify event-driven pipeline opportunities with digital campaigns.
• Collaborate with Paid Media to optimize SEM, paid social, and retargeting strategies.
• Maintain strong alignment with Sales to ensure marketing efforts directly accelerate revenue outcomes.

Demand Generation Manager

Data Engineer

• Support the design, development, and maintenance of our enterprise data warehouse and ETL/ELT pipelines. Architect and implement data solutions that support a wide range of reporting, insights, analytics, and fundraising needs, including donor segmentation, campaign attribution, and predictive modeling.
• Support in building and managing robust, scalable data pipelines from various internal and external sources (e.g., CRM, third-party data sets) into our data warehouse. Ensure data integrity, reliability, and security.
• Troubleshoot and resolve data-related issues to ensure a single source of truth for key metrics.
• Conduct exploratory data analysis to undercover trends and insights. Build and manage comprehensive reports and dashboards.
• Partner closely with product managers, designers, software engineers, ML engineers, data scientists, and business stakeholders to understand their data requirements and deliver solutions that empower their work. Translate business needs into technical specifications.

Senior Data Engineer

Implementation Specialist

• Provide onboarding guidance and project management support to the amazing nonprofits we serve and act as the main point of contact during their onboarding process
• Own multiple onboarding and Professional Services projects or variable customer sizes at once while offering expert guidance to customer questions related to the product, timeline, and migration
• Strategically utilize customer interactions to drive quicker and more impactful Time to Value, Product Adoption, and Customer Satisfaction.
• Lead and coordinate milestone and miscellaneous customer configuration calls
• Serve as a product expert who can effectively utilize resources to find answers to customer questions of all sizes and varying complexity
• Perform training and workshop sessions for projects you are managing as needed to discuss and/or develop robust solutions to complex customer problems
• Provide basic data mapping and import services during the implementation process
• Develop a deep understanding of our nonprofit customers’ business and operations through change management coaching and best practices.
• Work closely with our data migration, professional services, customer success management teams, and Partner network to offer clients a smooth onboarding experience, including robust note taking and handoffs.
• Serve as an extremely effective project manager. Coordinate with internal stakeholders to adjust project timelines while monitoring your own resource management along with resource management of the internal project team.

Implementation Manager

Engineering Manager

• Partner with the VP of Engineering to provide day-to-day leadership and oversight of the engineering organization.
• Oversee a 25-person engineering organization spread across four squads and act as right-hand to the VP of Engineering.
• Manage and mentor ~10 mid and senior-level engineers, helping them grow technical skills, leadership capacity, and career development.
• Support team leads in improving delivery, collaboration, and execution across engineering squads.
• Help mature engineering practices, including improving CI/CD pipelines and automation, driving quality initiatives to reduce bug escape velocity, and strengthening cross-squad collaboration.
• Partner with DevOps, QA, and Release functions to improve reliability and efficiency.
• Facilitate technical discussions, including occasional code reviews and architectural conversations, to ensure high-quality and scalable solutions.
• Participate in attracting, hiring, retaining, and managing performance of your team.
• Coach team members and conduct performance improvement conversations when necessary.
• Foster a culture of ownership, accountability, and continuous improvement within engineering.
• Work closely with Product, Design, and other cross-functional partners to align on priorities and deliver customer value consistently.