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Technical Support Specialist

2 weeks, 4 days ago
United States
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 45

Description

  • Manage technical support tickets from intake through resolution, with an initial focus on Thunderbird’s subscription products.
  • Provide timely, empathetic support across support channels so users feel heard and effectively helped.
  • Troubleshoot Level 1 and Level 2 technical issues involving account setup, email configuration, SMTP, IMAP, JMAP, DNS, email authentication, and Thunderbird desktop client issues.
  • Triage incoming requests to determine whether issues stem from user error, configuration problems, product bugs, or feature requests.
  • Escalate complex issues with reproduction steps, logs, environmental details, and user impact.
  • Maintain accurate support records in Zendesk or similar ticketing systems.
  • Monitor and respond to technical questions in Thunderbird community forums.
  • Monitor and respond to app store reviews for Android, with future support 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.
  • Share systemic issues and insights with support leadership, product, engineering, and documentation teams to improve the overall user experience.
  • Participate in an on-call rotation, generally one week at a time.

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 issues when initial details are incomplete.
  • Excellent written communication skills for explaining 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 specified country location, and visa sponsorship is not provided.

Benefits

  • Base salary of $67,000–$77,000 USD for U.S. candidates, benchmarked to local markets at the 60th percentile of the peer market.
  • Fully remote work with schedule flexibility.
  • Company-provided laptop.
  • Annual bonus program.
  • Monthly remote work stipend.
  • Annual professional development stipend.
  • 24 days of PTO per year, prorated, plus your birthday, year-end company shutdown, public holidays, and other paid leave.
  • 9 wellbeing days and a quarterly wellbeing stipend for personal or family activities.
  • Health, dental, and vision insurance.
  • 401(k) contributions, disability insurance, life insurance, and an 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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