Technical Support Specialist

Details

• Manage technical support tickets from intake through resolution, with an initial focus on Thunderbird’s subscription products.
• Provide timely, thoughtful, and empathetic support that helps users feel heard, understood, and effectively supported.
• Troubleshoot Level 1 and Level 2 technical issues, including account setup, email configuration, SMTP, IMAP, JMAP, DNS, email authentication, and Thunderbird desktop client issues.
• Triage incoming requests to determine whether the issue is user error, configuration-related, a product bug, or a feature request.
• Escalate complex issues with clear reproduction steps, logs, environmental details, and user impact.
• Maintain accurate and complete support records in Zendesk or similar systems.
• Monitor and respond to technical questions in Thunderbird community forums.
• Monitor and respond to app store reviews, initially for Android and later for iOS.
• Identify recurring user pain points, documentation gaps, product confusion, and emerging trends across support channels.
• Share systemic issues with support leadership, product, engineering, or documentation teams so we can improve the experience for all users.
• Create and maintain user-facing documentation, FAQs, troubleshooting guides, and internal support playbooks.
• Help support Thunderbird ideas, feedback, or community engagement channels.
• Participate in an on-call rotation, generally one week at a time, with cadence depending on team size and operational needs.
• 5+ years of technical support experience providing Level 1 and Level 2 troubleshooting for software products, web services, email systems, or IT environments.
• Hands-on experience troubleshooting email protocols and client configuration issues, including SMTP, IMAP, JMAP, and account setup workflows.
• Working knowledge of DNS fundamentals, including A, MX, and TXT records, as well as SPF, DKIM, and DMARC.
• Familiarity with Mozilla Thunderbird or comparable desktop email clients.
• 5+ years of experience using Zendesk or a similar CRM, help desk, or ticketing platform.
• Strong troubleshooting skills and the ability to gather information, isolate variables, and resolve technical issues even when the initial information is incomplete.
• Excellent written communication skills, with the ability to explain technical concepts clearly to users with different levels of technical knowledge.
• Strong empathy, patience, and emotional intelligence when supporting frustrated or confused users.
• Experience engaging with users in public or semi-public support channels, such as forums, app store reviews, issue trackers, or user communities.
• A strong sense of ownership over support quality and the user experience.
• Comfort working in a queue-based role with evolving processes, ambiguity, and minimal day-to-day supervision.
• Ability to work remotely and asynchronously across time zones, with strong overlap with Eastern Time.
• Comfort using AI tools for research, troubleshooting, technical learning, and workflow improvement while applying sound human judgment.
• Experience with open source software communities and support models is a strong plus—you understand the collaborative, transparent ethos of open source and thrive in community-driven environments.
• Familiarity with Linux, macOS, Windows, Android, and iOS.
• Knowledge of email server administration, hosted email platforms, or mail infrastructure.
• Experience responding to app store reviews, particularly on Google Play or the Apple App Store.
• Proficiency in a second language; German is especially helpful.
• Experience writing technical documentation, knowledge base articles, FAQs, or support playbooks.
• Background in QA, bug triage, reproduction testing, or working closely with engineering teams.
• US: $67,000 - $77,000 USD
• Canada: $57,000- $67,000 CAD
• Fully remote work & schedule flexibility
• Company-provided laptop
• Annual bonus program
• Monthly remote work stipend
• Annual professional development stipend
• Industry conferences
• Company all-hands and team gatherings
• 24 days PTO per year (prorated)
• Your birthday
• Year-end company shutdown
• 9 wellbeing days
• Public holidays
• Other paid leave
• Quarterly wellbeing stipend for personal / family activities
• 401(k) / RRSP contributions
• Health, dental, & vision insurance
• Disability insurance
• Life insurance
• Employee assistance program
• Paid parental leave
• Paid sick days