Technical Support Specialist - Web & Configurable Solutions
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Before you apply
Salary$19k
LocationRemote - Costa Rica
Work moderemote
Typefull-time
SenioritySenior
DepartmentTechnical Support
Company size1,001–5,000 people
PostedSep 12, 2026 · 1mo ago
Verified live4d ago
At a glanceSummarised by Seekless from the posting.
Strong technical troubleshooting experience, ideally in a B2B SaaS or enterprise software environment
Proven ability to manage complex issues independently and collaborate across teams to drive resolution
Excellent written and verbal communication skills, with the ability to explain technical concepts in clear, customer-friendly language
Experience working with diagnostic tools, including browser developer tools, API testing tools, and log analysis platforms
Comfort troubleshooting web-based applications, particularly issues influenced by configuration and data-driven behavior
Practical working knowledge of HTML and CSS (reading and basic troubleshooting)
Practical working knowledge of JavaScript concepts (conceptual understanding; not production coding)
Practical working knowledge of APIs and integrations involved in customer workflows and system behavior
Experience creating and maintaining customer-facing documentation or knowledgebase content
Professionalism, diplomacy, and sound judgment in high-pressure or time-sensitive situations
Experience supporting configurable platforms or products with complex settings, permissions, or integrations
Comfort investigating issues that span front-end behavior and backend or integration-driven systems
Experience handling escalated customer issues and contributing to repeatable fixes through documentation and knowledge sharing
Skills
HTML
CSS
JavaScript
Postman
API testing tools
log analysis tools
AI-assisted tools
About the role
As aTechnical Support Specialist – Web & Configurable Solutionsyou will play a critical role supporting customers by resolving complex and escalated technical issues, mentoring others, and strengthening the quality and consistency of support delivery across Blackbaud’s web-based and configurable products.
In this role, you will apply advanced troubleshooting skills to issues involving page behavior, configuration, integrations, APIs, and data-driven settings. You will work independently to investigate and resolve issues, partner closely with Engineering and Product teams on deeper root-cause analysis and contribute to long-term improvements that enhance the customer experience.
Compensation Notice:
The annual compensation for this role is $19,000 USD.
Responsibilities
What You’ll Do
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Resolve complex and escalated customer issues efficiently and with empathy, ensuring a high-quality support experience.
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Independently investigate issues in web-based and configurable solutions, including behavior driven by configuration, permissions, integrations, APIs, and data.
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Use diagnostic tools such as browser developer tools, API testing platforms (e.g., Postman), and log analysis tools to identify root causes and validate solutions, escalating when appropriate.
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Apply practical web troubleshooting skills, including reading and troubleshooting HTML/CSS and applying a conceptual understanding of JavaScript (non-production) to isolate and explain issues.
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Reproduce reported issues, test potential solutions, confirm outcomes, and clearly document findings for customers and internal teams.
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Collaborate with Engineering to review logs, identify patterns, and contribute to long-term fixes for recurring or systemic issues.
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Own customer follow-up and ensure timely resolution of open incidents in line with established service levels.
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Author and maintain knowledgebase content using Knowledge-Centered Service (KCS) practices to support self-service and reduce case volume.
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Analyze case trends and incident categories to help identify underlying causes and inform product and process improvements.
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Mentor and support Associate-level team members, helping build technical capability and troubleshooting consistency across the team.
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Participate in after-hours and weekend on-call rotations and work select holidays based on business and coverage needs.
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Leverage AI-assisted tools to accelerate delivery and improve quality and actively experiment with emerging capabilities as they evolve.
Requirements
What You’ll Bring
•
Strong technical troubleshooting experience, ideally in a B2B SaaS or enterprise software environment.
•
Proven ability to manage complex issues independently and collaborate across teams to drive resolution.
•
Excellent written and verbal communication skills, with the ability to explain technical concepts in clear, customer-friendly language.
•
Experience working with diagnostic tools, including browser developer tools, API testing tools, and log analysis platforms.
•
Comfort troubleshooting web-based applications, particularly issues influenced by configuration and data-driven behavior.
•
Practical working knowledge of:
•
HTML and CSS (reading and basic troubleshooting)
•
JavaScript concepts (conceptual understanding; not production coding)
•
APIs and integrations involved in customer workflows and system behavior
•
Experience creating and maintaining customer-facing documentation or knowledgebase content.
•
Professionalism, diplomacy, and sound judgment in high-pressure or time-sensitive situations.
Nice to have
Helpful (Not Required)
•
Experience supporting configurable platforms or products with complex settings, permissions, or integrations.
•
Comfort investigating issues that span front-end behavior and backend or integration-driven systems.
•
Experience handling escalated customer issues and contributing to repeatable fixes through documentation and knowledge sharing.
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About the company
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.
Legal
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.