The opportunity
Thunderbird is growing, and we’re looking for a Technical Support Specialist to help deliver excellent support for Thunderbird users across our expanding product ecosystem, including our subscription products.
This role is for someone who takes real satisfaction in resolving support requests with care, clarity, and technical precision. You enjoy working through a queue, diagnosing tricky issues, helping users get unstuck, and spotting patterns that can make support better for everyone.
You’ll be part of the Support Operations team, working closely with support, product, engineering, documentation, and community colleagues. Your initial focus will be supporting Thunderbird’s subscription products as they scale, but you’ll also help users through community forums, app store reviews, and other support channels.
What you’ll do
- 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.
- Participate in an on-call rotation, generally one week at a time.
What you bring
- 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.
- Excellent written communication skills, with the ability to explain technical concepts clearly.
- Ability to work remotely and asynchronously across time zones, with strong overlap with Eastern Time.
- Comfort using AI tools for research, troubleshooting, and workflow improvement.