Technical Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the management of technical support tickets from the point of intake to resolution, initially concentrating on Thunderbird’s subscription offerings.

• Deliver prompt, considerate, and empathetic assistance that ensures users feel acknowledged, understood, and adequately supported.

• Diagnose Level 1 and Level 2 technical issues, which encompass account setup, email configuration, SMTP, IMAP, JMAP, DNS, email authentication, and issues related to the Thunderbird desktop client.

• Assess incoming requests to ascertain if the problem stems from user error, configuration issues, a product bug, or a feature request.

• Elevate complex challenges with detailed reproduction steps, logs, environmental specifics, and user impact information.

• Maintain precise and comprehensive support records in Zendesk or equivalent systems.

• Monitor and address technical inquiries in Thunderbird community forums.

• Monitor and respond to app store feedback, initially focusing on Android and subsequently on iOS.

• Recognize recurring user challenges, documentation deficiencies, product confusion, and emerging trends across support channels.

• Communicate systemic issues to support leadership, product, engineering, or documentation teams to enhance the overall user experience.

• Develop and update user-facing documentation, FAQs, troubleshooting guides, and internal support playbooks.

• Assist in promoting Thunderbird ideas, feedback, or community engagement platforms.

• Participate in an on-call rotation, typically lasting one week, with frequency determined by team size and operational requirements.

⛳️ Requirements

• 5+ years of experience in technical support providing Level 1 and Level 2 troubleshooting for software products, web services, email systems, or IT environments.

• Practical experience in troubleshooting email protocols and client configuration issues, including SMTP, IMAP, JMAP, and account setup processes.

• Understanding of DNS fundamentals, such as A, MX, and TXT records, along with SPF, DKIM, and DMARC.

• Familiarity with Mozilla Thunderbird or similar desktop email clients.

• 5+ years of experience utilizing Zendesk or a comparable CRM, help desk, or ticketing solution.

• Exceptional troubleshooting abilities and the capacity to collect information, isolate variables, and resolve technical challenges even when initial data is incomplete.

• Outstanding written communication skills, capable of articulating technical concepts clearly to users with varying levels of technical expertise.

• Strong empathy, patience, and emotional intelligence when assisting frustrated or confused users.

• Experience interacting with users in public or semi-public support environments, such as forums, app store reviews, issue trackers, or user communities.

• A robust sense of ownership regarding support quality and user experience.

• Ability to thrive in a queue-based role with shifting processes, uncertainty, and limited daily supervision.

• Capability to work remotely and asynchronously across time zones, ensuring significant overlap with Eastern Time.

• Proficiency in using AI tools for research, troubleshooting, technical education, and workflow enhancement while applying sound human judgment.

🏝️ Benefits

• Fully remote work & schedule flexibility

• Company-provided laptop

• Annual bonus program

• Monthly remote work stipend

• Annual professional development stipend

• Industry conferences

• Company all-hands and team gatherings

• 24 days PTO per year (prorated)

• Your birthday

• Year-end company shutdown

• 9 wellbeing days

• Public holidays

• Other paid leave

• Quarterly wellbeing stipend for personal / family activities

• RRSP contributions

• Health, dental, & vision insurance

• Disability insurance

• Life insurance

• Employee assistance program

• Paid parental leave

• Paid sick days