Technical Support Specialist

🕒 June 2

🇺🇸 United States – Remote

💵 $67k - $77k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

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Mozilla

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1998

👥 B2C

🔒 Cybersecurity

B2C • Cybersecurity • Software

Mozilla is a non-profit organization dedicated to promoting an open and accessible internet. They are the makers of the popular Firefox browser, which emphasizes user privacy, speed, and control. Mozilla also offers a range of products that focus on internet security and privacy, including Mozilla VPN, Firefox Relay, and Mozilla Monitor. Additionally, the organization is involved in open-source projects, AI innovation, and advocating for digital rights. Mozilla aims to empower users with trustworthy technology and policies that protect privacy, support open-source AI development, and foster accountability for tech companies.

📋 Description

• Manage technical support tickets from intake through resolution, with an initial focus on Thunderbird’s subscription products. • Provide timely, thoughtful, and empathetic support that helps users feel heard, understood, and effectively supported. • Troubleshoot Level 1 and Level 2 technical issues, including account setup, email configuration, SMTP, IMAP, JMAP, DNS, email authentication, and Thunderbird desktop client issues. • Triage incoming requests to determine whether the issue is user error, configuration-related, a product bug, or a feature request. • 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. • Monitor and 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. • Share systemic issues with support leadership, product, engineering, or documentation teams so we can improve the experience for all users. • Create and maintain user-facing documentation, FAQs, troubleshooting guides, and internal support playbooks. • Help support Thunderbird ideas, feedback, or community engagement channels. • Participate in an on-call rotation, generally one week at a time, with cadence depending on team size and operational needs.

🎯 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 and the ability to gather information, isolate variables, and resolve technical issues even when the initial information is incomplete. • Excellent written communication skills, with 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. • A strong sense of ownership over support quality and the user experience. • Comfort working in a queue-based role with evolving processes, ambiguity, and minimal day-to-day supervision. • 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.

🏖️ Benefits

• 24 days PTO per year (prorated) • Your birthday • Year-end company shutdown • 9 wellbeing days • Public holidays • Other paid leave • Quarterly wellbeing stipend for personal / family activities • Health, dental, & vision insurance • Disability insurance • Life insurance • Employee assistance program • Paid parental leave • Paid sick days • 401(k) / RRSP contributions • Monthly remote work stipend • Annual professional development stipend • Annual bonus program • Company-provided laptop • Fully remote work & schedule flexibility • Industry conferences • Company all-hands and team gatherings