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 transparent 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

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

📌 Technical Support, Associate Specialist (India)
🏢 Blackbaud
📍 India