{"id":2529529,"url":"https://alion.io/job/blackbaud-technical-support-specialist-web-configurable-solutions","title":"Technical Support Specialist - Web & Configurable Solutions","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":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Costa Rica"],"countries":["CR"],"hiring_countries":["CR"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"JavaScript","optional":false},{"name":"Postman","optional":false}],"status":"live","first_seen_at":"2026-09-13T00:00:00Z","employer_posted_date":"2026-09-13","last_verified_at":"2026-10-14T16:59:24Z","board_verified":true,"closed_at":null,"days_open":32,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":32},"description":"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.\nIn 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.\nCompensation Notice:\nThe annual compensation for this role is $19,000 USD.\nWhatYou’llDo\nResolve complex and escalated customer issues efficiently and with empathy, ensuring a high-quality support experience.\n\nIndependently investigateissues in web-based and configurable solutions, including behavior driven by configuration, permissions, integrations, APIs, and data.\n\nUse diagnostic tools such as browser developer tools, API testing platforms (e.g., Postman), and log analysis tools toidentifyroot causes andvalidatesolutions, escalating whenappropriate.\n\nApply practical web troubleshooting skills,including reading and troubleshooting HTML/CSSand applying a conceptual understanding of JavaScript (non-production) toisolate and explain issues.\n\nReproduce reported issues, test potential solutions, confirm outcomes, and clearly document findings for customers and internal teams.\n\nCollaborate with Engineering to review logs,identifypatterns, and contribute to long-term fixes for recurring or systemic issues.\n\nOwn customer follow-up and ensuretimelyresolution of open incidents in line with established service levels.\n\nAuthor andmaintainknowledgebase contentusing Knowledge-Centered Service (KCS) practices to support self-service and reduce case volume.\n\nAnalyze case trends and incident categories to help identify underlying causes and inform product and process improvements.\n\nMentor and support Associate-level team members, helping build technical capability and troubleshooting consistency across the team.\n\nParticipate in after-hours and weekend on-call rotations and workselectholidays based on business and coverage needs.\n\nLeverage AI-assisted tools to accelerate delivery and improve quality and actively experiment with emerging capabilities as they evolve.\n\nWhatYou’llBring\nStrong technical troubleshooting experience, ideally in a B2B SaaS or enterprise software environment.\n\nProven ability to manage complex issues independently and collaborate across teams to drive resolution.\n\nExcellent written and verbal communication skills, with the ability to explain technical concepts in clear, customer-friendly language.\n\nExperience working with diagnostic tools, including browser developer tools, APItesting tools, and log analysis platforms.\n\nComfort troubleshooting web-based applications, particularly issues influenced by configuration and data-driven behavior.\n\nPractical working knowledge of:\n\nHTML and CSS (reading and basic troubleshooting)\n\nJavaScript concepts (conceptual understanding; not production coding)\n\nAPIs and integrations involved in customer workflows and system behavior\n\nExperience creating andmaintainingcustomer-facing documentation or knowledgebase content.\n\nProfessionalism, diplomacy, and sound judgment in high-pressure or time-sensitive situations.\n\nHelpful (Not Required)\nExperience supporting configurable platforms or products with complex settings, permissions, or integrations.\n\nComfort investigating issues thatspan front-end behavior and backend or integration-driven systems.\n\nExperience handling escalated customer issues and contributing to repeatable fixes through documentation and knowledge sharing.\n\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":4642,"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":[],"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":33,"band":"fade","label":"Fading","p_open":1,"p_active":0.597,"p_room":0.55,"age_days":32,"expected_fill_days":30,"reasons":["conf:12","win:tail"],"computed_at":"2026-10-15T05:04:14Z"},"pay":null,"html_url":"https://alion.io/job/blackbaud-technical-support-specialist-web-configurable-solutions","json_url":"https://alion.io/job/blackbaud-technical-support-specialist-web-configurable-solutions.json","meta":{"generated_at":"2026-10-15T05:04:14Z","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":7492,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"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-specialist-web-configurable-solutions"},{"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-specialist-web-configurable-solutions"},{"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-specialist-web-configurable-solutions"},{"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-specialist-web-configurable-solutions\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fblackbaud-technical-support-specialist-web-configurable-solutions"}]}