Technical Support Specialist – Web & Configurable Solutions

About the role

The Technical Support Specialist – Web & Configurable Solutions will provide expert assistance to customers using Blackbaud’s web‑based and configurable products. You will resolve complex technical issues, mentor junior staff, and help improve support processes.

Key responsibilities

• Investigate and resolve escalated customer issues involving page behavior, configuration, integrations, APIs, and data‑driven settings.
• Use browser developer tools, API testing platforms (e.g., Postman), and log analysis tools to diagnose problems and validate solutions.
• Reproduce reported issues, test fixes, document findings, and communicate outcomes to customers and internal teams.
• Collaborate with Engineering and Product teams on root‑cause analysis and long‑term improvements.
• Maintain knowledge‑base articles using KCS practices and analyze case trends for product enhancements.
• Mentor associate‑level team members and participate in on‑call rotations.

Required profile

• Strong technical troubleshooting experience, preferably in a B2B SaaS or enterprise software environment.
• Ability to work independently on complex issues and collaborate across functions.
• Excellent written and verbal communication skills with a customer‑focused attitude.

Required skills

• HTML
• CSS
• JavaScript (conceptual understanding)
• Browser developer tools
• Postman or similar API testing tools
• Log analysis tools

What we offer

• Annual compensation of $19,000 USD (not publicly displayed).
• Opportunities for professional growth and mentorship.
• Dynamic environment working with cutting‑edge web technologies.