Technical Specialist

Pushpay Holdings Limited; Dallas (TX); Hybrid; USD 57,000 - 67,000; Full time

Benefits offered by this job

Employer health premiums

Hybrid work model

401K match

Paid holidays

PTO

Parental leave

Job summary

Pushpay seeks a Technical Analysis and Strategic Account Support professional for Customer Success across product areas including giving, community, app, or church management systems.

The role involves owning escalation processes to Engineering, troubleshooting, serving as a product SME, and supporting strategic customers via multiple channels to resolve requests and inform product roadmaps.

Qualifications

• 2+ years experience supporting, implementing, or consulting in technology or SaaS.
• One year experience working directly with executive-level staff of enterprise customers in support or consultation.

Responsibilities

• Owning escalations processes to Engineering from CS, and associated communication channels.
• Troubleshooting issues related to assigned product area and evaluating scope of issue systemwide.
• Serving as the product SME and communicating product changes to Customer Success.
• Maintaining and enhancing technical tools library used by Customer Success.

Skills

Analysis

Adaptability

Judgment

Listening

Tools

SQL

HTML

CSS

API

Excel

Job description

Providing technical analysis and strategic account support for Customer Success related to a specified product area (giving, community, app, or church management system).

Named as one of BuiltIn ‘Best Places to Work’ in Seattle, Denver and Dallas for 2025; ranked number 10 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2024; named as a 2025 'Best Places to Work for Women' by Best Companies Group.

Benefits and Compensation

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Hybrid work model - 3 days in the office / 2 days remote each week
• 12 paid Company Holidays
• 15 days PTO, to start, increases with tenure and seniority.
• Paid parental and adoption leave
• Compensation Range:
  • CO: $57,600-$66,560
  • National Range:$56,610-$65,416

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

The following states are approved as remote work locations for this position: AR, AZ, CA, CO, FL, GA, IA, IL, IN, MD, MI, MN, MO, NC, OH, OK, PA, SC, TN, TX, VA, WA - All other states are not in consideration for this role at this time.

Work Schedule: Must be available to work until 5:00 p.m. Pacific Time.

What You’ll Do

Technical Analysis and Escalation

• Owning escalations processes to Engineering from CS, and associated communication channels (to Engineering, updating CS teams, etc.).
• Troubleshooting issues related to assigned product area, including reproducing the issue, using backend tools to analyze and/or fix the data, and evaluating the scope of the issue systemwide.
• Serving as the subject matter expert for the product, providing internal support and communicating product changes to Customer Success.
• Maintaining and enhancing the library of technical tools used by Customer Success for technical services and support.
• Coordinating with Technical Services to invoice and schedule requested work.
• Participating in the technical aspects of product releases, customer feedback loop, and product roadmap on behalf of Customer Success, including: ensuring new solutions meet expectations of the customer and Customer Success, address major needs, and are prioritized accordingly.

Strategic Technical Account Support

• Providing front-line support to Strategic customers, including taking requests for technical solutions via email, phone, live chat, and video - ensuring issues and requests are resolved in a timely and effective manner.
• Determining the technical validity and feasibility of special requests, and working with Product/Engineering and other members of the technical teams to implement custom solutions.
• Participating in Pre-Sales support as needed, including evaluating the effectiveness of solutions for larger and/or more complex questions/objections during the sales cycle.
• Actively monitoring relevant communication/technical channels for possible issues, investigating, and escalating as appropriate.
• Coordinating with Product, Engineering, and Operations to mitigate immediate issues and validate long term solutions.
• Provide communication and resources to Customer Success to respond to or resolve issues.

Physical Requirements

• While performing the duties of this role, the associate is regularly required to stand or sit, reach, bend, and move about the facility. Facility is a normal office environment with variation of temperature and lighting.

What You’ll Bring

• 2+ years experience supporting, implementing, or consulting in technology or SaaS.
  • One year experience in data manipulation or database support.
  • One year experience working directly with executive-level staff of enterprise customers in support or consultation.
• Familiarity with SQL, HTML, CSS, API, ExcelPrior experience with Pushpay softwares is a plus, but not required
• Analysis Skills: Identifies significant problems & opportunities. Analyzes problems and people in depth. Sorts the wheat from the chaff, determining root causes.
• Adaptability/Stress Management: Stable and poised under pressure. Copes effectively with complexity and change. Able to provide clear, calm solutions/answers to frustrated customers.
• Judgment/Pragmatism: Consistent logic, rationality, and objectivity in decision making. Focuses on key priorities. Generates sensible, realistic, practical solutions to problems.
• Listening/Customer Focus: Tunes in accurately to opinions, feelings, and needs of people. Establishes partner relationship with others. Empathetic, patient, and accessible.

Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact [e-mail] .

Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Pushpay’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

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