As a Technical Support agent, you will work as part of our Customer Support team to
time while developing the judgment needed to deliver high-quality, customer-focused
Limited holiday coverage may be required based on business needs.

customer experience and the underlying technical cause

- Postman), and log analysis
- Develop a strong foundation in troubleshooting across web applications and

Provide support across phone, chat, and ticketing channels, adapting your

Manage multiple chat conversations while maintaining accuracy, quality, and

quality of resolution
Align to US business hours to support North American customers
Maintain reliability and consistency in coverage, including select holidays based

Use Tools, AI, and Resources Effectively
~ Leverage internal tools, automation, and AI-enabled resources to improve

Apply sound judgment when using AI and tools to ensure accuracy, relevance,

and a robust customer experience
~ Manage workload effectively while maintaining quality, accountability, and

Experience
~ 2–3 years in B2B SaaS or enterprise technical support (not high-volume

Proven experience troubleshooting complex issues beyond scripted resolutions,

Required experience supporting customers across phone, chat, and ticketing





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)
Experience in high-volume, primarily transactional support environments alone
Foundational understanding of troubleshooting across web applications, cloud

resolution is not immediately clear
CRM and engagement platforms
Financial systems or payment processing
Education software or student systems
Gain exposure to global support operations and enterprise customers
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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.
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.

📌 IT Support Analyst - Immediate Start! (Secunderabad)
🏢 Blackbaud India
📍 Secunderabad