Technical Success Support Specialist

New

Skills

Cloud Cloud Platforms Customer Experience Documentation SaaS Tech Support

Join Blackbaud as a Technical Success Support Specialist, where you will serve as a trusted advisor to B2B clients, helping them maximize the value of our enterprise-grade software solutions. You will troubleshoot complex technical issues, provide expert guidance on product functionality, and collaborate with cross-functional teams to ensure seamless delivery and support. Your work directly empowers organizations in the social good sector to achieve their missions more effectively. This remote-friendly role offers opportunities for growth, continuous learning, and impactful collaboration.

Key Responsibilities
  • Deliver high-quality technical support via chat, phone, and web channels, ensuring timely resolution of customer issues.
  • Triage and troubleshoot software incidents, escalating complex cases to Engineering as needed.
  • Utilize diagnostic tools (browser developer tools, API testing platforms, log analysis) for issue investigation.
  • Author and maintain Knowledgebase articles using KCS methodologies to promote self-service.
  • Participate in after-hours support rotations based on product and team needs.
  • Maintain accurate and professional case documentation for all customer interactions.
  • Analyze case trends to identify root causes and inform product improvements.
  • Act as a liaison between customers and internal teams, ensuring a seamless support experience.
  • Communicate technical concepts clearly to both technical and non-technical audiences.
  • Contribute to continuous improvement initiatives within the support organization.
Required Skills & Qualifications
  • Hands-on experience in technical support, IT helpdesk, or contact center roles (preferably B2B SaaS).
  • Strong troubleshooting skills with independent problem-solving ability.
  • Familiarity with CRM or case management systems (e.g., Salesforce, Zendesk).
  • Excellent written and verbal communication skills.
  • Demonstrated ability to learn new technologies and adapt quickly.
  • Understanding of authentication processes, including SSO and MFA.
  • Experience supporting web applications, cloud platforms, and system integrations.
  • Knowledge of APIs and diagnostic tools (Postman, browser dev tools, log analysis).
  • Experience in troubleshooting email deliverability (SPF, DKIM, DMARC) and payment platforms.
  • Customer-first mindset with commitment to exceptional service and teamwork.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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