Technical Support Specialist - Web & Configurable Solutions - Blackbaud

As aTechnical Support Specialist – Web & Configurable Solutionsyou will play a critical role supporting customers by resolvingcomplex 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 andcontribute to long-term improvements that enhancethe customerexperience.

Compensation Notice:

The annual compensation for this role is $19,000 USD.

WhatYou’llDo

Resolve complex and escalated customer issues efficiently and with empathy, ensuring a high-quality support experience.

Independently investigateissues in web-based and configurable solutions, including behavior driven by configuration, permissions, integrations, APIs, and data.

Use diagnostic tools such as browser developer tools, API testing platforms (e.g., Postman), and log analysis tools toidentifyroot causes andvalidatesolutions, escalating whenappropriate.

Apply practical web troubleshooting skills,including reading and troubleshooting HTML/CSSand applying a conceptual understanding of JavaScript (non-production) toisolate and explain issues.

Reproduce reported issues, test potential solutions, confirm outcomes, and clearly document findings for customers and internal teams.

Collaborate with Engineering to review logs,identifypatterns, and contribute to long-term fixes for recurring or systemic issues.

Own customer follow-up and ensuretimelyresolution of open incidents in line with established service levels.

Author andmaintainknowledgebase contentusing Knowledge-Centered Service (KCS) practices to support self-service and reduce case volume.

Analyze case trends and incident categories to help identify underlying causes and inform product and process improvements.

Mentor and support Associate-level team members, helping build technical capability and troubleshooting consistency across the team.

Participate in after-hours and weekend on-call rotations and workselectholidays based on business and coverage needs.

WhatYou’llBring

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, APItesting tools, and log analysis platforms.

Comfort troubleshooting w