Technical Support Specialist

📋 Description

• Manage support tickets from intake to resolution for Thunderbird’s subscription products.
• Provide timely, empathetic support that helps users feel heard and supported.
• Troubleshoot Level 1/2 issues: account setup, SMTP, IMAP, DNS, and JMAP.
• Triage requests to determine whether the issue is user error, configuration-related, a product bug, or a feature request.
• Escalate complex issues with clear reproduction steps, logs, and user impact.
• Maintain accurate support records in Zendesk or similar systems.

🎯 Requirements

• 5+ years in technical support for software, web services, or IT.
• Troubleshoot SMTP, IMAP, JMAP, and account setup workflows.
• DNS fundamentals: A, MX, TXT; SPF, DKIM, DMARC.
• Familiarity with Thunderbird or similar desktop clients.
• 5+ years using Zendesk or similar ticketing CRM.
• Excellent written communication and user empathy.
• Experience engaging with public support channels (forums, app reviews).

🎁 Benefits

• Fully remote work and schedule flexibility.
• Company-provided laptop.
• Annual bonus program.
• Monthly remote work stipend.
• Annual professional development stipend.
• Industry conferences.