Technical Support Specialist
New
M
MozillaSoftware, Email, IT
Location: Remote US, strong overlap with Eastern TimeFull-TimeMiddle
Salary67,000 - 77,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- DocumentationTroubleshootingTechnical supportZendesk
Requirements
- 5+ years of technical support experience providing Level 1 and Level 2 troubleshooting.
- Hands-on experience troubleshooting email protocols (SMTP, IMAP, JMAP).
- Working knowledge of DNS fundamentals (A, MX, TXT records) and email authentication (SPF, DKIM, DMARC).
- Familiarity with Mozilla Thunderbird or comparable desktop email clients.
- 5+ years of experience using Zendesk or a similar CRM/ticketing platform.
- Strong written communication skills.
- Ability to work remotely and asynchronously with strong overlap with Eastern Time.
- Experience engaging with users in public support channels.
Responsibilities
- Manage technical support tickets from intake through resolution, with an initial focus on Thunderbird’s subscription products.
- Provide timely, thoughtful, and empathetic support that helps users feel heard, understood, and effectively supported.
- Troubleshoot Level 1 and Level 2 technical issues, including account setup, email configuration, SMTP, IMAP, JMAP, DNS, email authentication, and Thunderbird desktop client issues.
- Triage incoming 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, environmental details, and user impact.
- Monitor and respond to technical questions in Thunderbird community forums and app store reviews.
- Identify recurring user pain points and share systemic issues with internal teams.
- Create and maintain user-facing documentation, FAQs, and internal support playbooks.
- Participate in an on-call rotation.
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