Technical Support Specialist - Web & Configurable Solutions

As a Technical Support Specialist - Web & Configurable Solutions you 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-causeanalysis 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.

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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.