As a Customer Support at Blackbaud, you will play a critical role in supporting our enterprise customers by resolving complex technical issues, mentoring junior team members, and contributing to the continuous improvement of our support operations. You’ll work across multiple software solutions that serve the social good sector, collaborating with Engineering and Product teams to ensure seamless customer experience.
At this level, you’ll handle escalated issues, contribute to knowledge management, and support readiness for new product features and releases. You’ll also serve as a technical leader within the support team, helping to drive quality, consistency, and innovation in our service delivery.
What you’ll do
• Provide timely, professional, and empathetic support via chat, phone, and web
channels.
• Troubleshoot technical issues using tools such as browser developer tools, API testing platforms (e.g., Postman), SQL, and log analysis utilities.
• Diagnose and resolve complex issues independently or through collaboration with Engineering and Product teams.
• Maintain accurate, actionable, and well-documented case records.
• Create and update Knowledgebase articles following KCS (Knowledge-Centered Service) principles to improve self-service.
• Analyze case trends to identify root causes and recommend product or process improvements.
• Collaborate cross-functionally to enhance product stability, user experience, and customer satisfaction.
• Participate in after-hours or weekend rotations as required to support global
customers.
• Stay current on product releases, features, and best practices to provide informed guidance.
What we’ll want you to have:
• Strong technical troubleshooting skills with proven ability to diagnose and resolve
software issues.
• Experience in a B2B SaaS or enterprise software environment, preferably in a
customer-facing technical support role.
• Familiarity with CRM/case management tools such as Salesforce or Zendesk.
• Excellent communication skills — able to explain technical concepts clearly to both
technical and non-technical audiences.
• Analytical mindset with the ability to identify patterns and anticipate challenges.
• Collaborative, proactive, and adaptable in a fast-paced environment.
• Demonstrated customer-first approach with professionalism and empathy.
• Education:
• Bachelor’s degree in computer science, Information Systems, or related field
preferred.
• Equivalent technical certifications or hands-on experience will be considered.
Technical Skills and Experience (Preferred but not mandatory)
• Web application and cloud platform troubleshooting.
• Understanding of APIs and system integrations.
• Knowledge of authentication and access management (SSO, MFA).
• Familiarity with email deliverability protocols (SPF, DKIM, DMARC).
• Exposure to merchant/payment systems (credit cards, PayPal, Venmo, etc.).
• Basic understanding of databases, accounting, or finance-related systems.
• Use of monitoring and debugging tools like Postman, Splunk, SQL, or equivalent.
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Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!
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.
