Technical Support, Associate Specialist

LE-6300 Blackbaud Solutions · Software & Internet

Hyderabad - India (Skytech)
On-site
Posted today

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About the job

Job Posting Description

As a Technical Support agent, you will work as part of our Customer Support team to

solve complex customer issues by combining technical troubleshooting with a strong

understanding of customer context and impact. You’ll build technical capability over

time while developing the judgment needed to deliver high-quality, customer-focused

support.

Work Location: Skytech, Hyderabad

Work Schedule:

This role supports internal customers, partners, and stakeholders who primarily operate

during U.S. business hours.

Ability to work a schedule aligned with U.S. business hours, generally 9:00 AM to

5:00 PM Eastern Time (ET), including participation in meetings, consultations,

and other business-critical activities during that time.

Limited holiday coverage may be required based on business needs.

What You’ll Do

Case Ownership and Technical Troubleshooting

Investigate and resolve complex customer issues, understanding both the

customer experience and the underlying technical cause

Troubleshoot using tools such as browser developer tools, API clients (e.g.,

Postman), and log analysis

Apply knowledge of authentication concepts such as SSO and MFA during

diagnosis

Build working knowledge of product behavior, integrations, and common failure

patterns

Develop a strong foundation in troubleshooting across web applications and

integrated systems over time

Own cases end to end, ensuring clear, structured documentation of investigation

steps, findings, and outcomes

Escalate issues with concise, well-structured summaries that enable faster

resolution by senior team members

Identify recurring issues, trends, and patterns to improve support efficiency and

product outcomes

Knowledge Application and Continuous Learning

Create and maintain knowledgebase articles based on real customer issues and

case patterns

Apply Knowledge-Centered Service (KCS) practices as part of daily work

Continuously build technical capability through hands-on troubleshooting and

feedback

Strengthen analytical thinking to connect issues across technical and functional

areas as knowledge develops

Stay current on product updates, new features, and evolving customer needs

Deliver Customer Support Across Channels

Provide support across phone, chat, and ticketing channels, adapting your

approach to each

Guide customers through solutions clearly and confidently, including live

troubleshooting scenarios

Manage multiple chat conversations while maintaining accuracy, quality, and

composure

Provide timely, meaningful updates with a clear path to resolution for every case

Prioritize work based on customer impact and urgency, balancing speed with

quality of resolution

Work in a Global Support Model

Align to US business hours to support North American customers

Operate within a follow-the-sun model across North America, UK, India, and

Australia

Maintain reliability and consistency in coverage, including select holidays based

on business needs

Participate in after-hours support rotations as required by product, region, or

team size

Use Tools, AI, and Resources Effectively

Leverage internal tools, automation, and AI-enabled resources to improve

efficiency and response times

Apply sound judgment when using AI and tools to ensure accuracy, relevance,

and a strong customer experience

Use these tools to support problem-solving and learning, not replace critical

thinking

Manage workload effectively while maintaining quality, accountability, and

responsiveness

What You’ll Bring

Experience

2–3 years in B2B SaaS or enterprise technical support (not high-volume

transactional or retail support)

Proven experience troubleshooting complex issues beyond scripted resolutions,

including root cause investigation

Required experience supporting customers across phone, chat, and ticketing

channels in a professional environment

Experience working directly with customers to diagnose issues (not solely

internal IT or infrastructure support)

Experience using case management or CRM tools (e.g., Salesforce, Zendesk)

Strong written and verbal communication skills

Familiarity with KCS, or willingness to adopt it quickly

Experience in high-volume, primarily transactional support environments alone

will not be sufficient for success in this role

Technical and Analytical Capability

Foundational understanding of troubleshooting across web applications, cloud

platforms, or integrations

Comfort using diagnostic tools to investigate issues, even when the path to

resolution is not immediately clear

Basic understanding of authentication concepts (SSO, MFA)

Strong analytical thinking with the ability to connect technical and functional

issues as knowledge is built

Ability to learn new technologies quickly and apply them in a customer-facing

context

Preferred Exposure

Exposure to or interest in:

CRM and engagement platforms

Financial systems or payment processing

Education software or student systems

APIs, integrations, or email deliverability

Why This Role

Build strong technical troubleshooting and problem-solving skills in a customerfacing environment

Gain exposure to global support operations and enterprise customers

Grow into more advanced technical, product-aligned, or specialized support

roles

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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.

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