Technical Success Support, Specialist

Blackbaud; United States; Remote; USD 52,000 - 76,000; Full time

Job summary

Blackbaud is seeking a Technical Success Support, Associate Specialist to act as a trusted advisor for our B2B clients and help them maximize value from our software solutions.

You will troubleshoot complex issues, guide product functionality, and collaborate with Engineering, Product Management, and Customer Success to ensure a seamless support experience.

Qualifications

• 1–3 years in technical support, IT helpdesk, or B2B SaaS.
• Strong troubleshooting and independent issue resolution.
• Experience with CRM/case systems (Salesforce, Zendesk).

Responsibilities

• Deliver high-quality technical support via chat, phone, and web channels.
• Triage and troubleshoot software incidents; escalate as needed.
• Use diagnostic tools to investigate and resolve issues with guidance.
• Author and maintain Knowledgebase articles using KCS methodologies.
• Participate in after-hours support rotations as required.
• Maintain accurate and professional case documentation.
• Analyze case trends to identify root causes for product improvements.

Skills

Troubleshooting

CRM systems

Communication

Team collaboration

B2B SaaS

Tools

Postman

Browser dev tools

Log analysis tools

Job description

As a Technical Success Support, Associate Specialist at Blackbaud, you will serve as a trusted advisor to our B2B clients, helping them maximize the value of our software solutions. You will troubleshoot complex technical issues, provide expert guidance on product functionality, and collaborate with cross-functional teams to ensure seamless delivery and support. Your work will directly impact organizations in the social good sector, empowering them to achieve their missions more effectively.

You will support multiple enterprise-grade solutions, working closely with Engineering, Product Management, and Customer Success to resolve escalated issues, contribute to product readiness, and continuously improve the customer experience.

What you’ll do:

• Deliver high-quality technical support via chat, phone, and web channels, ensuring timely and effective resolution of customer issues.

• Triage and troubleshoot software incidents, escalating complex or code-related issues to Sustained Engineering as needed.

• Leverage diagnostic tools such as browser developer tools, API testing platforms (e.g., Postman), and log analysis tools to investigate and troubleshoot technical issues with moderate guidance

• Author and maintain Knowledgebase articles using KCS (Knowledge-Centered Service) methodologies to promote self-service and reduce case volume.

• Participate in after-hours support rotations based on product, region, or team requirements.

• Maintain accurate and professional case documentation, ensuring all interactions are clear, concise, and actionable.

• Analyze case trends and categorize incidents to identify root causes and inform product improvements.

• Act as a liaison between customers and internal teams for service-related needs, ensuring a seamless support experience.

• Stay current on product updates, new features, and industry best practices to provide informed support.

• Communicate technical concepts clearly to both technical and non-technical audiences.

• Embrace change and contribute to continuous improvement initiatives within the support organization.

What you’ll bring:

• 1-3 years of experience in a technical support, IT helpdesk, or contact center role, preferably in a B2B SaaS environment.

• Strong troubleshooting skills with the ability to diagnose and resolve technical issues independently.

• Familiarity with CRM or case management systems (e.g., Salesforce, Zendesk).

• Excellent written and verbal communication skills.

• Demonstrated ability to learn new technologies quickly and adapt to evolving environments.

• Customer-first mindset with a commitment to delivering exceptional service.

• Ability to collaborate across teams and manage multiple priorities in a fast-paced setting.

• Experience with one or more of the following:

What our interviewing process looks like:

We take pride in finding the best talent for our team and utilize a multi-step interviewing process, starting with a recorded video interview. You can expect to hear from our recruiter soon.

Our Costa Rica Blackbaud team members are currently working from home and will stay in this format indefinitely.

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Blackbaud powers social impact through purpose-driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.