As a Technical Success Support, Associate Specialist at Blackbaud, you will serve as a trusted advisor to our B2B clients, helping them maximize the value of our software solutions. You will troubleshoot complex technical issues, provide expert guidance on product functionality, and collaborate with cross-functional teams to ensure seamless delivery and support. Your work will directly impact organizations in the social good sector, empowering them to achieve their missions more effectively.
You will support multiple enterprise-grade solutions, working closely with Engineering, Product Management, and Customer Success to resolve escalated issues, contribute to product readiness, and continuously improve the customer experience.
What you'll do:
Deliver high-quality technical support via chat, phone, and web channels, ensuring timely and effective resolution of customer issues.
Triage and troubleshoot software incidents, escalating complex or code-related issues to Sustained Engineering as needed.
Leverage diagnostic tools such as browser developer tools, API testing platforms (e.g., Postman), and log analysis tools to investigate and troubleshoot technical issues with moderate guidance
Author and maintain Knowledgebase articles using KCS (Knowledge-Centered Service) methodologies to promote self-service and reduce case volume.
Participate in after-hours support rotations based on product, region, or team requirements.
Maintain accurate and professional case documentation, ensuring all interactions are clear, concise, and actionable.
Analyze case trends and categorize incidents to identify root causes and inform product improvements.
Act as a liaison between customers and internal teams for service-related needs, ensuring a seamless support experience.
Stay current on product updates, new features, and industry best practices to provide informed support.
Communicate technical concepts clearly to both technical and non-technical audiences.
Embrace change and contribute to continuous improvement initiatives within the support organization.
What you'll bring:
1–3 years of experience in a technical support, IT helpdesk, or contact center role, preferably in a B2B SaaS environment.
Strong troubleshooting skills with the ability to diagnose and resolve technical issues independently.
Familiarity with CRM or case management systems (e.g., Salesforce, Zendesk).
Excellent written and verbal communication skills.
Demonstrated ability to learn new technologies quickly and adapt to evolving environments.
Customer-first mindset with a commitment to delivering exceptional service.
Ability to collaborate across teams and manage multiple priorities in a fast-paced setting.
Experience with one or more of the following:
Educational or professional experience troubleshooting web applications, cloud platforms, infrastructure, or single-page applications.
General understanding of authentication processes, including Single Sign-On (SSO) and Multi-Factor Authentication (MFA).
Prior experience in a technical support environment, especially supporting educational software, parents, or K–12 schools.
Familiarity with the North American education system.
Experience in Accounting or Finance, or hands-on experience in bookkeeping.
Proven technical troubleshooting experience in a customer-facing role.
Experience with merchant processing, payment facilitators, payment platforms, or credit card/payment services providers.
Understanding of APIs (Application Programming Interfaces) and their role in system integrations.
Experience troubleshooting email deliverability, including knowledge of SPF, DKIM, and DMARC protocols.
Familiarity with alternative payment methods such as PayPal, Venmo, and Apple Pay.
What our interviewing process looks like:
We take pride in finding the best talent for our team and utilize a multi-step interviewing process, starting with a recorded video interview. You can expect to hear from our recruiter soon.
Our Costa Rica Blackbaud team members are currently working from home and will stay in this format indefinitely.
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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
- 1-3 years of experience in technical support or IT helpdesk role
- Strong troubleshooting skills
- Familiarity with CRM or case management systems
- Excellent written and verbal communication skills
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.
Blackbaud Insights
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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