Technical Support Specialist - Web & Configurable Solutions

As aTechnical Support Specialist – Web & Configurable Solutionsyou will play a critical role supporting customers by resolvingcomplex 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 involving 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 andcontribute to long-term improvements that enhancethe customerexperience.

Compensation Notice:

The annual compensation for this role is $19,000 USD.

WhatYou’llDo

• Resolve complex and escalated customer issues efficiently and with empathy, ensuring a high-quality support experience.

• Independently investigateissues 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 toidentifyroot causes andvalidatesolutions, escalating whenappropriate.

• Apply practical web troubleshooting skills,including reading and troubleshooting HTML/CSSand applying a conceptual understanding of JavaScript (non-production) toisolate 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,identifypatterns, and contribute to long-term fixes for recurring or systemic issues.

• Own customer follow-up and ensuretimelyresolution of open incidents in line with established service levels.

• Author andmaintainknowledgebase contentusing 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 workselectholidays based on business and coverage needs.

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

WhatYou’llBring

• 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, APItesting 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 andmaintainingcustomer-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 thatspan front-end behavior and backend or integration-driven systems.

• Experience handling escalated customer issues and contributing to repeatable fixes through documentation and knowledge sharing.