We are looking for an experienced Senior Customer Support Associate to join our team in Canada.
This role is a highly skilled individual contributor focused on delivering expert‑level support for Blackbaud Raiser’s Edge (RE), including RENXT and RE7, as well as integrated products such as Online Express, Blackbaud Online Giving, Blackbaud Merchant Services, and Blackbaud Payment Services.
In this role, you will work directly with customers to resolve complex, high‑impact issues, take full ownership of Support cases, and deliver a strong customer experience. Senior Support professionals serve as trusted subject matter experts and contribute to support quality, operational stability, and continuous improvement through deep product knowledge, collaboration, and mentorship.
Own and resolve Support cases, including working frontline volume, and including advanced, complex, or escalated cases for Blackbaud Raiser’s Edge (RENXT and RE7), applying strong problem‑solving and critical‑thinking skills to drive timely, accurate, and customer‑focused outcomes
Demonstrate flexibility in the role based on volume and business needs to ensure adequate coverage in frontline volume and taking ownership of workable backlog across the team to support balanced workload distribution
Work directly with customers to diagnose issues, troubleshoot functionality, and guide resolution through clear, professional, and tactful communication
Take full end‑to‑end ownership of assigned cases, including investigation, resolution, documentation, and follow‑up, maintaining accountability throughout the customer lifecycle
Participate in an after‑hours support rotation following a six‑month onboarding and ramp‑up period to support mission‑critical customer needs
Serve as a subject matter expert for Raiser’s Edge, providing guidance, mentoring, and knowledge‑sharing support to frontline and tenured Support team members
Actively participate in swarms and collaborative problem‑solving efforts during major incidents or complex customer scenarios, maintaining composure and influence in high‑pressure situations
Identify trends in customer issues, product gaps, or recurring challenges, and surface insights and recommendations to Principals and Support Leadership
File and collaborate on defect submissions with engineering partners, contributing to investigation and triage through clear documentation and cross‑functional communication
Create, maintain, and improve Knowledgebase content to enhance customer self‑service and reduce future support volume
Support initiatives, projects, and continuous improvement efforts through adaptability, collaboration, and proactive engagement with leadership and cross‑functional partners
Demonstrate strong relationship skills while working within a global team, supporting customers primarily based within North America, with overlap with Blackbaud Europe.
Strong functional expertise in Raiser’s Edge, including Database View and RENXT
Willingness to participate in an after‑hours rotation to support mission‑critical customer needs following a six‑month onboarding and ramp‑up period
Preferred experience
Prior database administrator for an organisation using Blackbaud Raiser's Edge
Experience working in a customer‑facing support role, directly supporting customers with complex or technical issues
Experience supporting integrated products such as Blackbaud Online Express, Blackbaud Online Giving, Blackbaud Merchant Services, or Blackbaud Payment Services
Experience contributing to Knowledgebase or self‑service content to improve customer outcomes and reduce support volume
Experience participating in incident response or high‑severity issue management
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Blackbaud 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.
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.
Skills Required
- Strong functional expertise in Raiser's Edge, including Database View and RENXT
- Willingness to participate in an after-hours rotation after onboarding
Blackbaud Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Blackbaud and has not been reviewed or approved by Blackbaud.
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Leave & Time Off Breadth — Paid time off, paid holidays, and “wellbeing days” are emphasized, and feedback suggests PTO is a consistent strength. Remote/hybrid flexibility further supports time-away needs.
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Wellbeing & Lifestyle Benefits — Wellbeing programs, health coaching, and flexibility (including remote/hybrid schedules) are highlighted as part of a holistic support approach. Tuition reimbursement, wellness recognition, and home-office support add everyday value.
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Inclusive Benefits Coverage — Benefits extend to mental health support, fertility options, and travel support for abortion care, with parental leave also included. These offerings signal attention to diverse needs across life stages.
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What We Do
Blackbaud unleashes the potential of the people and organizations who change the world. As the leading software provider exclusively dedicated to powering social impact, Blackbaud expands what is possible across the nonprofit and education sectors, at companies committed to social responsibility, and for individual change makers. Built specifically for fundraising, nonprofit financial management, digital giving, grantmaking, corporate social responsibility and education management, Blackbaud’s essential software accelerates impact through unmatched expertise and powerful data intelligence. Millions of people across more than 100 countries connect, give, learn, and engage through Blackbaud platforms.
Why Work With Us
We’re here to fuel impact that creates a better, more connected world. When nonprofits, social impact teams, schools and individual change-makers have powerful and effective foundational infrastructure, they transform our communities and our world.
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