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Technical Success Support, Specialist

Blackbaud
Contract type
Ongoing
Work mode
Remote · Costa Rica
Experience
3 years

Job description

Technical Success Support, Associate Specialist at Blackbaud, serving as a trusted advisor to B2B clients by troubleshooting complex technical issues and providing guidance on product functionality. The role supports enterprise-grade solutions and works with Engineering, Product Management, and Customer Success to resolve escalated issues.

At a glance

Work mode
Remote · Costa Rica

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.
  • Leverage AI-assisted tools to accelerate delivery and improve quality and actively experiment with emerging capabilities as they evolve.

What we're looking for

  • 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: Educational or professional experience troubleshooting web applications, cloud platforms, infrastructure, or single-page applications.
  • General understanding of authentication processes, including Single Sign-On (SSO) and Multi-Factor Authentication (MFA).
  • Prior experience in a technical support environment, especially supporting educational software, parents, or K–12 schools.
  • Familiarity with the North American education system.
  • Experience in Accounting or Finance, or hands-on experience in bookkeeping.
  • Proven technical troubleshooting experience in a customer-facing role.
  • Experience with merchant processing, payment facilitators, payment platforms, or credit card/payment services providers.
  • Understanding of APIs (Application Programming Interfaces) and their role in system integrations.
  • Experience troubleshooting email deliverability, including knowledge of SPF, DKIM, and DMARC protocols.
  • Familiarity with alternative payment methods such as PayPal, Venmo, and Apple Pay.

How to get hired

  1. 1Multi-step interviewing process, starting with a recorded video interview.
  2. 2You can expect to hear from our recruiter soon.

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About Blackbaud

Intelligence for Good®

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.

Mission

Blackbaud powers social impact through purpose-driven technology and responsible AI.

Key facts

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

What they value

  • Innovation
  • Trust
  • Human expertise