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 powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
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.
