Technical Support Specialist - Web & Configurable Solutions

As a Technical Support Specialist – Web & Configurable Solutions you will play a critical role supporting customers by resolving complex 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 and contribute to long-term improvements that enhance the customer experience. 

Compensation Notice:

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

What You’ll Do 

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

• Independently investigate issues 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 to identify root causes and validate solutions, escalating when appropriate. 

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

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

• Author and maintain knowledgebase content using 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 work select holidays 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.

What You’ll Bring 

• 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, API testing 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 and maintaining customer-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 that span front-end behavior and backend or integration-driven systems. 

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