Technical Support Specialist
$67,000–$77,000 year
Remote · United States
Job Summary
Technical Support Specialist to manage Level 1 and Level 2 tickets for Thunderbird's subscription products, troubleshoot email protocols (SMTP, IMAP, JMAP), DNS, and email authentication; provide timely, empathetic user support; triage requests, reproduce issues, escalate with clear steps and logs; maintain support records in Zendesk; contribute to community forums and app store reviews; create and maintain user-facing documentation and internal playbooks; participate in an on-call rotation; collaborate with support, product, engineering, and documentation teams; remote across time zones with overlap with Eastern Time; open-source driven environment requiring strong ownership of user experience and ongoing process improvement; bonus points for open source familiarity and multi-platform support across Linux, macOS, Windows, Android, and iOS; compensation for US market ranges from $67,000 to $77,000 USD with comprehensive benefits.
Required Qualifications
- 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 (SMTP, IMAP, JMAP, account setup)
- Working knowledge of DNS fundamentals (A, MX, TXT) and email authentication (SPF, DKIM, DMARC)
- Familiarity with Mozilla Thunderbird or comparable desktop email clients
- 5+ years of experience using Zendesk or similar CRM/help desk platforms
- Excellent written communication skills; ability to explain technical concepts clearly to users with varying levels of technical knowledge
- Ability to work remotely and asynchronously across time zones; comfortable with queue-based support and evolving processes
- Experience engaging with users in public/support channels (forums, app store reviews, issue trackers, user communities)
- Strong ownership of support quality and user experience
- Willingness to participate in on-call rotation and collaborate across support, product, engineering, and documentation teams
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