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.

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, recent 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 conversat

📌 Agent, Technical Support (Hyderabad)
🏢 Blackbaud
📍 Hyderabad