{"id":2529528,"url":"https://alion.io/job/blackbaud-technical-success-support-specialist","title":"Technical Success Support, Specialist","company":{"id":36535,"name":"Blackbaud","domain":"blackbaud.com","url":"https://alion.io/company/blackbaud","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Costa Rica"],"countries":["CR"],"hiring_countries":["CR"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":28000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1966},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Postman","optional":false},{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false},{"name":"Instagram","optional":true},{"name":"LinkedIn","optional":true},{"name":"YouTube","optional":true}],"status":"live","first_seen_at":"2026-09-13T00:00:00Z","employer_posted_date":"2026-09-13","last_verified_at":"2026-10-25T13:31:51Z","board_verified":true,"closed_at":null,"days_open":42,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":42},"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.\nYou 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.\nWhat you'll do:\nDeliver high-quality technical support via chat, phone, and web channels, ensuring timely and effective resolution of customer issues.\n\nTriage and troubleshoot software incidents, escalating complex or code-related issues to Sustained Engineering as needed.\n\nLeverage 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\n\nAuthor and maintain Knowledgebase articles using KCS (Knowledge-Centered Service) methodologies to promote self-service and reduce case volume.\n\nParticipate in after-hours support rotations based on product, region, or team requirements.\n\nMaintain accurate and professional case documentation, ensuring all interactions are clear, concise, and actionable.\n\nAnalyze case trends and categorize incidents to identify root causes and inform product improvements.\n\nAct as a liaison between customers and internal teams for service-related needs, ensuring a seamless support experience.\n\nStay current on product updates, new features, and industry best practices to provide informed support.\n\nCommunicate technical concepts clearly to both technical and non-technical audiences.\n\nEmbrace change and contribute to continuous improvement initiatives within the support organization.\n\nLeverage AI-assisted tools to accelerate delivery and improve quality and actively experiment with emerging capabilities as they evolve.\n\nWhat you'll bring:\n1-3 years of experience in a technical support, IT helpdesk, or contact center role, preferably in a B2B SaaS environment.\n\nStrong troubleshooting skills with the ability to diagnose and resolve technical issues independently.\n\nFamiliarity with CRM or case management systems (e.g., Salesforce, Zendesk).\n\nExcellent written and verbal communication skills.\n\nDemonstrated ability to learn new technologies quickly and adapt to evolving environments.\n\nCustomer-first mindset with a commitment to delivering exceptional service.\n\nAbility to collaborate across teams and manage multiple priorities in a fast-paced setting.\n\nExperience with one or more of the following:\nEducational or professional experience troubleshooting web applications, cloud platforms, infrastructure, or single-page applications.\n\nGeneral understanding of authentication processes, including Single Sign-On (SSO) and Multi-Factor Authentication (MFA).\n\nPrior experience in a technical support environment, especially supporting educational software, parents, or K-12 schools.\n\nFamiliarity with the North American education system.\n\nExperience in Accounting or Finance, or hands-on experience in bookkeeping.\n\nProven technical troubleshooting experience in a customer-facing role.\n\nExperience with merchant processing, payment facilitators, payment platforms, or credit card/payment services providers.\n\nUnderstanding of APIs (Application Programming Interfaces) and their role in system integrations.\n\nExperience troubleshooting email deliverability, including knowledge of SPF, DKIM, and DMARC protocols.\n\nFamiliarity with alternative payment methods such as PayPal, Venmo, and Apple Pay.\n\nWhat our interviewing process looks like:\nWe 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.\nOur Costa Rica Blackbaud team members are currently working from home and will stay in this format indefinitely.\nStay up to date on everything Blackbaud, follow us on Linkedin, X, Instagram, Facebook and YouTube \nBlackbaud 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.\nBlackbaud 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.","description_format":"text","description_chars":5041,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Costa Rica","iso":"CR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Nonprofits & Foundations","Nonprofit, Church & Membership Software"],"lifecycle":[{"event":"open","at":"2026-10-14T12:35:29Z"}],"visa":[],"liveness":{"score":28,"band":"fade","label":"Fading","p_open":0.9,"p_active":0.709,"p_room":0.44,"age_days":42,"expected_fill_days":35,"reasons":["conf:70","velocity","win:tail","crowd:junior"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/blackbaud-technical-success-support-specialist","json_url":"https://alion.io/job/blackbaud-technical-success-support-specialist.json","meta":{"generated_at":"2026-10-25T21:02:02Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29722,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":36535},"rest":"https://alion.io/mcp/rest/get_company?id=36535"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fblackbaud-technical-success-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fblackbaud-technical-success-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fblackbaud-technical-success-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/blackbaud-technical-success-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fblackbaud-technical-success-support-specialist"}]}