{"id":3232487,"url":"https://alion.io/job/blackbaud-technical-support-associate-specialist","title":"Technical Support, Associate 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":32,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Postman","optional":false}],"status":"live","first_seen_at":"2026-10-22T00:00:00Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-31T01:37:34Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Job Posting Description\nAs a Technical Support agent, you will work as part of our Customer Support team to\nsolve complex customer issues by combining technical troubleshooting with a strong\nunderstanding of customer context and impact. You’ll build technical capability over\ntime while developing the judgment needed to deliver high-quality, customer-focused\nsupport.\nWork Location: Skytech, Hyderabad\nWork Schedule:\nThis role supports internal customers, partners, and stakeholders who primarily operate\nduring U.S. business hours.\nAbility to work a schedule aligned with U.S. business hours, generally 9:00 AM to\n5:00 PM Eastern Time (ET), including participation in meetings, consultations,\nand other business-critical activities during that time.\nLimited holiday coverage may be required based on business needs.\nWhat You’ll Do\nCase Ownership and Technical Troubleshooting\nInvestigate and resolve complex customer issues, understanding both the\ncustomer experience and the underlying technical cause\nTroubleshoot using tools such as browser developer tools, API clients (e.g.,\nPostman), and log analysis\nApply knowledge of authentication concepts such as SSO and MFA during\ndiagnosis\nBuild working knowledge of product behavior, integrations, and common failure\npatterns\nDevelop a strong foundation in troubleshooting across web applications and\nintegrated systems over time\nOwn cases end to end, ensuring clear, structured documentation of investigation\nsteps, findings, and outcomes\nEscalate issues with concise, well-structured summaries that enable faster\nresolution by senior team members\nIdentify recurring issues, trends, and patterns to improve support efficiency and\nproduct outcomes\nKnowledge Application and Continuous Learning\nCreate and maintain knowledgebase articles based on real customer issues and\ncase patterns\nApply Knowledge-Centered Service (KCS) practices as part of daily work\nContinuously build technical capability through hands-on troubleshooting and\nfeedback\nStrengthen analytical thinking to connect issues across technical and functional\nareas as knowledge develops\nStay current on product updates, new features, and evolving customer needs\nDeliver Customer Support Across Channels\nProvide support across phone, chat, and ticketing channels, adapting your\napproach to each\nGuide customers through solutions clearly and confidently, including live\ntroubleshooting scenarios\nManage multiple chat conversations while maintaining accuracy, quality, and\ncomposure\nProvide timely, meaningful updates with a clear path to resolution for every case\nPrioritize work based on customer impact and urgency, balancing speed with\nquality of resolution\nWork in a Global Support Model\nAlign to US business hours to support North American customers\nOperate within a follow-the-sun model across North America, UK, India, and\nAustralia\nMaintain reliability and consistency in coverage, including select holidays based\non business needs\nParticipate in after-hours support rotations as required by product, region, or\nteam size\nUse Tools, AI, and Resources Effectively\nLeverage internal tools, automation, and AI-enabled resources to improve\nefficiency and response times\nApply sound judgment when using AI and tools to ensure accuracy, relevance,\nand a strong customer experience\nUse these tools to support problem-solving and learning, not replace critical\nthinking\nManage workload effectively while maintaining quality, accountability, and\nresponsiveness\nWhat You’ll Bring\nExperience\n2-3 years in B2B SaaS or enterprise technical support (not high-volume\ntransactional or retail support)\nProven experience troubleshooting complex issues beyond scripted resolutions,\nincluding root cause investigation\nRequired experience supporting customers across phone, chat, and ticketing\nchannels in a professional environment\nExperience working directly with customers to diagnose issues (not solely\ninternal IT or infrastructure support)\nExperience using case management or CRM tools (e.g., Salesforce, Zendesk)\nStrong written and verbal communication skills\nFamiliarity with KCS, or willingness to adopt it quickly\nExperience in high-volume, primarily transactional support environments alone\nwill not be sufficient for success in this role\nTechnical and Analytical Capability\nFoundational understanding of troubleshooting across web applications, cloud\nplatforms, or integrations\nComfort using diagnostic tools to investigate issues, even when the path to\nresolution is not immediately clear\nBasic understanding of authentication concepts (SSO, MFA)\nStrong analytical thinking with the ability to connect technical and functional\nissues as knowledge is built\nAbility to learn new technologies quickly and apply them in a customer-facing\ncontext\nPreferred Exposure\nExposure to or interest in:\nCRM and engagement platforms\nFinancial systems or payment processing\nEducation software or student systems\nAPIs, integrations, or email deliverability\nWhy This Role\nBuild strong technical troubleshooting and problem-solving skills in a customerfacing environment\nGain exposure to global support operations and enterprise customers\nGrow into more advanced technical, product-aligned, or specialized support\nroles\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":6006,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Domain Registrars & Registries","EdTech Platforms","Payment Processing & Gateways","Nonprofit, Church & Membership Software"],"lifecycle":[{"event":"open","at":"2026-10-25T08:59:23Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":9,"expected_fill_days":32,"reasons":["conf:4","velocity","win:early","comp:junior"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/blackbaud-technical-support-associate-specialist","json_url":"https://alion.io/job/blackbaud-technical-support-associate-specialist.json","meta":{"generated_at":"2026-10-31T10:43:32Z","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":16495,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"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-support-associate-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-support-associate-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-support-associate-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-support-associate-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fblackbaud-technical-support-associate-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3232487}},{"tool":"search_jobs","arguments":{"company":"blackbaud.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3232487},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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