Join a mission-driven organization as a Technical Support Specialist helping nonprofits strengthen relationships with their donors. As a Technical Support Specialist, you’ll provide Tier 1 support for a modern SaaS platform, addressing customer issues via email and phone while delivering exceptional service. This role combines problem-solving, customer engagement, and technical troubleshooting, giving you the opportunity to contribute to a company that values philanthropy, innovation, and giving back to the community.
Technical Support Specialist Responsibilities
Deliver Exceptional Tier 1 Support
As a Technical Support Specialist, you will manage incoming support tickets and calls, providing prompt, professional, and empathetic solutions. You will maintain clear communication with customers, ensuring they feel supported throughout the resolution process.
Troubleshoot & Innovate Solutions
The Technical Support Specialist is expected to creatively troubleshoot and resolve software issues. Using your analytical mindset, you will propose innovative solutions, even using features in new ways to help customers achieve their goals efficiently.
Customer Communication & Collaboration
Keep Customers Informed
A strong Technical Support Specialist keeps customers updated with clear, timely communication. You’ll set expectations, provide progress updates, and ensure positive experiences at all times.
Work Closely With Tier 2 & Customer Success Teams
You will collaborate with Tier 2 support and the Customer Success team to escalate and resolve complex issues. Documenting bugs, providing evidence, and supporting investigations ensures continuous improvement in product performance.
Required Skills & Qualifications
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2+ years of B2B SaaS technical support experience
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Experience with CRM systems
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Familiarity with ticketing systems like Zendesk, Intercom, or Freshdesk
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Strong analytical and troubleshooting skills
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Ability to prioritize and manage workload in a dynamic environment
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Clear, articulate communication and organizational skills
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Thrives in a fast-paced, flexible startup environment
Preferred Skills
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Hands-on experience with payment processors such as Stax, Stripe, or Authorize.Net
Benefits & Perks
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Competitive salary and bonus recognition via Bonusly
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401(k) plan with 50% company match up to 6% of compensation
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Unlimited PTO and paid volunteer days
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Employer-contributed medical, dental, and vision plans with HSA/FSA options
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Paid parental leave (12 weeks primary, 4 weeks secondary)
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Company outings, events, and a supportive community
Why You’ll Love Working Here
This organization is committed to radical generosity, innovation, and fostering a supportive environment. You’ll collaborate with a passionate team, celebrate wins, grow professionally, and make a tangible impact on nonprofit organizations around the world.