Technical Support, Associate Specialist at Blackbaud in Hyderabad

Job description

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