Technical Support Specialist - Web & Configurable Solutions
Core
Resolve complex and escalated technical issues for customers on Blackbaud's web-based and configurable products, including page behavior, configuration, integrations, APIs, and data-driven settings.
Role type
Senior IC Technical Support Specialist (Web & Configurable Solutions)
Builds
Customer experience and support delivery quality for Blackbaud's web-based and configurable products
Domain
B2B SaaS / Enterprise Software / Web Applications
Deliverable
client delivery
Required skills
Advanced troubleshooting, independent investigation, root-cause analysis, HTML/CSS reading, JavaScript conceptual understanding, API testing, log analysis, knowledgebase authoring, case trend analysis, mentoring
Preferred skills
Experience with configurable platforms, front-end and backend issue investigation, handling escalated issues
Technologies
Browser developer tools, Postman, Knowledge-Centered Service (KCS)
Responsibilities
Resolve complex and escalated customer issues; investigate issues in web-based and configurable solutions; use diagnostic tools to identify root causes; collaborate with Engineering to review logs and identify patterns; author and maintain knowledgebase content; analyze case trends to inform product improvements; mentor Associate-level team members
Seniority
Senior, hands-on IC