Technical Support Associate
Blackbaud · Hyderabad
About the role
As the world’s leading provider of AI-powered solutions for social impact, Blackbaud is looking for a Technical Support, Associate B to help customers move forward with confidence when they encounter complex technical issues. Blackbaud’s brand positioning emphasizes customer confidence, practical AI, and helping purpose-driven organizations create greater impact.
In this role, you’ll combine technical troubleshooting with an understanding of each customer’s experience and impact, building your knowledge of Blackbaud products, integrations, and common issue patterns along the way. Through curiosity, analytical thinking, continuous learning, and collaboration with a global support team, you’ll grow your technical capabilities while helping customers spend less time solving technology challenges and more time advancing their missions.
What you'll do
- Own customer cases from investigation through resolution, identifying both the customer impact and underlying technical cause while documenting your work clearly.
- Troubleshoot web applications and integrated systems using browser developer tools, API clients such as Postman, log analysis, and authentication concepts including single sign-on and multifactor authentication.
- Deliver clear, confident support across phone, chat, and ticketing channels, prioritizing work based on customer impact and providing meaningful updates through resolution.
- Escalate complex issues with concise investigation summaries and identify recurring trends and failure patterns that can improve support efficiency and product outcomes.
- Build and maintain knowledge articles from real customer cases, applying Knowledge-Centered Service practices and staying current on product changes and evolving customer needs.
- Support a global, follow-the-sun model aligned with U.S. business hours, including select holidays and after-hours rotations when required by product, region, or team size.
- Use internal tools, automation, and AI-enabled resources to improve efficiency and learning while applying sound judgment and critical thinking to maintain accurate, relevant customer support.
What you'll bring
- 2–3 years of experience in B2B SaaS or enterprise technical support, including troubleshooting complex issues beyond scripted resolutions and investigating root causes.
- Experience supporting external customers across phone, chat, and ticketing channels, rather than solely providing internal IT or infrastructure support.
- Foundational experience troubleshooting web applications, cloud platforms, or integrations, with comfort using diagnostic tools when the path to resolution is not immediately clear.
- Basic knowledge of authentication concepts such as single sign-on and multifactor authentication, with the ability to connect technical and functional issues as your product knowledge grows.
- Experience using case management or customer relationship management tools such as Salesforce or Zendesk, along with strong written and verbal communication skills.
- Familiarity with Knowledge-Centered Service practices, or the ability to adopt them quickly, and the ability to learn new technologies and apply them in customer-facing situations.
- Exposure to, or interest in, CRM and engagement platforms, financial systems or payment processing, education or student systems, APIs and integrations, or email deliverability.
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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.