Resolve complex and escalated customer issues efficiently and with empathy, ensuring a high-quality support experience.
Independently investigate issues in web-based and configurable solutions, including behavior driven by configuration, permissions, integrations, APIs, and data.
Use diagnostic tools such as browser developer tools, API testing platforms (e.g., Postman), and log analysis tools to identify root causes and validate solutions, escalating when appropriate .
Apply practical web troubleshooting skills, including reading and troubleshooting HTML/CSS and applying a conceptual understanding of JavaScript (non-production) to isolate and explain issues.
Reproduce reported issues, test potential solutions, confirm outcomes, and clearly document findings for customers and internal teams.
Collaborate with Engineering to review logs, identify patterns, and contribute to long-term fixes for recurring or systemic issues.
Own customer follow-up and ensure timely resolution of open incidents in line with established service levels.
Author and maintain knowledgebase content using Knowledge-Centered Service (KCS) practices to support self-service and reduce case volume.
Analyze case trends and incident categories to help identify underlying causes and inform product and process improvements.
Mentor and support Associate-level team members, helping build technical capability and troubleshooting consistency across the team.
Participate in after-hours and weekend on-call rotations and work select holidays based on business and coverage needs.
Requirements
Strong technical troubleshooting experience, ideally in a B2B SaaS or enterprise software environment.
Proven ability to manage complex issues independently and collaborate across teams to drive resolution.
Excellent written and verbal communication skills, with the ability to explain technical concepts in clear, customer-friendly language.
Experience working with diagnostic tools, including browser developer tools, API testing tools, and log analysis platforms.
Comfort troubleshooting web-based applications, particularly issues influenced by configuration and data-driven behavior.
Practical working knowledge of:
HTML and CSS (reading and basic troubleshooting)
JavaScript concepts (conceptual understanding; not production coding)
APIs and integrations involved in customer workflows and system behavior
Experience creating and maintaining customer-facing documentation or knowledgebase content.
Professionalism, diplomacy, and sound judgment in high-pressure or time-sensitive situations.
Helpful (Not Required)
Experience supporting configurable platforms or products with complex settings, permissions, or integrations.
Comfort investigating issues that span front-end behavior and backend or integration-driven systems.
Experience handling escalated customer issues and contributing to repeatable fixes through documentation and knowledge sharing.
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Benefits
Vision insurance
Additional Information
As a Technical Support Specialist - Web & Configurable Solutions you will play a critical role supporting customers by resolving complex and escalated technical issues, mentoring others, and strengthening the quality and consistency of support delivery across Blackbaud's web-based and configurable products.
In this role, you will apply advanced troubleshooting skills to issues involvi ng page behavior, configuration, integrations, APIs, and data-driven settings. You will work independently to investigate and resolve issues, partner closely with Engineering and Product teams on deeper root-cause analysis and contribute to long-term improvements that enhance the customer experience.
Compensation Notice:
The annual compensation for this role is $19,000 USD.
Blackbaud · Remote