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Technical Support Specialist

5 hours, 4 minutes ago
United States, Canada
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Android CRM DNS iOS Linux macOS
Apply Now
Mozilla

Mozilla

Mozilla, the maker of Firefox, is a non-profit organization ensuring an open, safe, and accessible internet for all users worldwide.

Internet Software & Services
251-1K
Founded 2005
$2M raised
View All Jobs 38

Description

  • Manage technical support tickets from intake through resolution, with an initial focus on Thunderbird’s subscription products.
  • Provide timely, thoughtful, and empathetic support to users across support channels.
  • Troubleshoot Level 1 and Level 2 issues involving account setup, email configuration, SMTP, IMAP, JMAP, DNS, email authentication, and Thunderbird desktop client issues.
  • Triage incoming requests to determine whether issues are user error, configuration-related, product bugs, or feature requests.
  • Escalate complex issues with clear reproduction steps, logs, environmental details, and user impact.
  • Maintain accurate and complete support records in Zendesk or similar systems.
  • Monitor and respond to technical questions in Thunderbird community forums.
  • Respond to app store reviews, initially for Android and later for iOS.
  • Identify recurring user pain points, documentation gaps, product confusion, and emerging trends across support channels.
  • Create and maintain user-facing documentation, FAQs, troubleshooting guides, and internal support playbooks.

Requirements

  • 5+ years of technical support experience providing Level 1 and Level 2 troubleshooting for software products, web services, email systems, or IT environments.
  • Hands-on experience troubleshooting email protocols and client configuration issues, including SMTP, IMAP, JMAP, and account setup workflows.
  • Working knowledge of DNS fundamentals, including A, MX, and TXT records, as well as SPF, DKIM, and DMARC.
  • Familiarity with Mozilla Thunderbird or comparable desktop email clients.
  • 5+ years of experience using Zendesk or a similar CRM, help desk, or ticketing platform.
  • Strong troubleshooting skills with the ability to gather information, isolate variables, and resolve technical issues with incomplete information.
  • Excellent written communication skills and the ability to explain technical concepts clearly to users with different levels of technical knowledge.
  • Strong empathy, patience, and emotional intelligence when supporting frustrated or confused users.
  • Experience engaging with users in public or semi-public support channels, such as forums, app store reviews, issue trackers, or user communities.
  • Ability to work remotely and asynchronously across time zones, with strong overlap with Eastern Time.
  • Comfort using AI tools for research, troubleshooting, technical learning, and workflow improvement while applying sound human judgment.
  • Experience with open source software communities and support models is a strong plus.
  • Familiarity with Linux, macOS, Windows, Android, and iOS is a plus.
  • Knowledge of email server administration, hosted email platforms, or mail infrastructure is a plus.
  • Experience responding to app store reviews, particularly on Google Play or the Apple App Store, is a plus.
  • Proficiency in a second language, especially German, is a plus.
  • Experience writing technical documentation, knowledge base articles, FAQs, or support playbooks is a plus.
  • Background in QA, bug triage, reproduction testing, or working closely with engineering teams is a plus.
  • Applicants must reside in and have permanent work authorization for the country location(s) specified in the posting; no visa sponsorship is available.

Benefits

  • Competitive base salary benchmarked to local markets, targeting the 60th percentile of the peer market.
  • Salary range of $67,000–$77,000 USD in the US or $57,000–$67,000 CAD in Canada.
  • Fully remote work with schedule flexibility.
  • Company-provided laptop.
  • Annual bonus program.
  • Monthly remote work stipend.
  • Annual professional development stipend and access to industry conferences.
  • 24 days of PTO per year, plus your birthday, year-end company shutdown, public holidays, other paid leave, and 9 wellbeing days.
  • Quarterly wellbeing stipend for personal or family activities.
  • 401(k) / RRSP contributions, health, dental, and vision insurance, disability insurance, life insurance, employee assistance program, paid parental leave, and paid sick days.

Interested in this position?

Apply directly on the company website

Apply Now

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