Technical Specialist

pushpay; United States; Hybrid; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Employer retirement matching

Paid holidays

Paid volunteer time

Paid time off with tenure

Parental and adoption leave

Job summary

Pushpay seeks an experienced role providing advanced technical analysis and strategic account support across a designated SaaS product area. The role sits between Customer Success, Product, Engineering, Operations, and enterprise customers, investigating complex issues and coordinating escalations.

You will troubleshoot, reproduce problems, and explain product changes to internal teams while supporting executive customers via multiple channels.

Qualifications

• At least two years supporting, implementing, or consulting on technology or SaaS products.
• At least one year of experience with data manipulation or database support.
• At least one year working directly with executive-level enterprise customers in a support or consulting capacity.
• Familiarity with SQL, HTML, CSS, APIs, and Excel.
• Strong analytical judgment, root-cause investigation, pragmatism, adaptability, and customer focus.
• Ability to stay composed under pressure and communicate clear, practical solutions to frustrated customers.

Responsibilities

• Own the escalation path from Customer Success to Engineering, including issue documentation, follow-up, status communication, and closure.
• Reproduce customer-reported problems, use backend or data tools to investigate and correct issues where appropriate, and assess whether problems have broader system impact.
• Serve as a subject-matter resource for the assigned product area, explaining product changes and technical options to internal customer-facing teams.
• Provide technical support to strategic customers through email, phone, chat, and video, resolving requests efficiently and determining when custom work is feasible.
• Coordinate with Product, Engineering, Operations, and technical-services teams on special solutions, releases, invoicing, scheduling, risk mitigation, and long-term fixes.
• Monitor relevant technical and communication channels for emerging risks and provide customer-facing teams with the information and resources needed to respond.

Skills

SaaS support

Data manipulation

Executive enterprise support

SQL

HTML

CSS

APIs

Excel

Analytical thinking

Customer communication

Job description

Role overview

Provide advanced technical analysis and strategic account support for a designated SaaS product area. The role sits between Customer Success, Product, Engineering, Operations, and enterprise customers: investigating complex issues, assessing custom requests, coordinating escalations, and helping ensure product changes address real customer needs. It combines hands-on troubleshooting with calm, consultative communication.

Responsibilities

• Own the escalation path from Customer Success to Engineering, including issue documentation, follow-up, status communication, and closure.
• Reproduce customer-reported problems, use backend or data tools to investigate and correct issues where appropriate, and assess whether problems have broader system impact.
• Serve as a subject-matter resource for the assigned product area, explaining product changes and technical options to internal customer-facing teams.
• Provide technical support to strategic customers through email, phone, chat, and video, resolving requests efficiently and determining when custom work is feasible.
• Coordinate with Product, Engineering, Operations, and technical-services teams on special solutions, releases, invoicing, scheduling, risk mitigation, and long-term fixes.
• Monitor relevant technical and communication channels for emerging risks and provide customer-facing teams with the information and resources needed to respond.

Requirements

• At least two years supporting, implementing, or consulting on technology or SaaS products.
• At least one year of experience with data manipulation or database support.
• At least one year working directly with executive-level enterprise customers in a support or consulting capacity.
• Familiarity with SQL, HTML, CSS, APIs, and Excel.
• Strong analytical judgment, root-cause investigation, pragmatism, adaptability, and customer focus.
• Ability to stay composed under pressure and communicate clear, practical solutions to frustrated customers.

Benefits and work setup

The role follows a hybrid schedule with three office days and two remote days each week, and requires availability through 5:00 p.m. Pacific Time. Listed benefits include employer-supported medical, dental, and vision coverage, retirement matching, paid holidays, paid volunteer time, paid time off that increases with tenure, and parental and adoption leave. Compensation is location-dependent, with published ranges for Colorado and other approved U.S. remote-work locations.