Technical Support Specialist
Job Summary
To support Thunderbird's expanding product ecosystem, the full-time remote Technical Support Specialist will manage technical support tickets, provide empathetic user support, and troubleshoot Level 1 and Level 2 technical issues related to email systems and client configurations.
Key responsibilities
- Manage technical support tickets from intake through resolution, focusing on subscription products
- Troubleshoot Level 1 and Level 2 technical issues, including account setup and email configuration
- Monitor and respond to technical questions in community forums and app store reviews
Required qualifications
- 5+ years of technical support experience with Level 1 and Level 2 troubleshooting for software or IT environments
- Hands-on experience with email protocols such as SMTP, IMAP, and JMAP
- Working knowledge of DNS fundamentals, including A, MX, and TXT records
- 5+ years of experience using Zendesk or similar ticketing platforms
- Strong empathy and emotional intelligence when supporting users
COMPLETE JOB DESCRIPTION
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