Technical Support Specialist

Job Summary

To support a growing user base, the full-time remote Technical Support Specialist will manage technical support tickets, provide empathetic assistance for Thunderbird's subscription products, and troubleshoot various technical issues while collaborating with cross-functional teams.

Key responsibilities

• Manage technical support tickets from intake through resolution, focusing on subscription products
• Troubleshoot Level 1 and Level 2 technical issues, including email configuration and client issues
• Monitor and respond to user inquiries in community forums and app store reviews

Required qualifications

• 5+ years of technical support experience with Level 1 and Level 2 troubleshooting
• Hands-on experience with email protocols and client configuration issues
• Working knowledge of DNS fundamentals and email authentication methods
• Experience using Zendesk or a similar ticketing platform
• Strong ability to document issues and share insights with team members