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Blackbaud Logo Blackbaud · Customer Service

Customer Support Associate Specialist

India, Hyderabad · Job Posted March 21, 2026
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Job Description

As a Customer Support at Blackbaud, you will play a critical role in supporting our enterprise customers by resolving complex technical issues, mentoring junior team members, and contributing to the continuous improvement of our support operations. You’ll work across multiple software solutions that serve the social good sector, collaborating with Engineering and Product teams to ensure seamless customer experience. At this level, you’ll handle escalated issues, contribute to knowledge management, and support readiness for new product features and releases. You’ll also serve as a technical leader within the support team, helping to drive quality, consistency, and innovation in our service delivery.

Job Responsibility

  • Provide timely, professional, and empathetic support via chat, phone, and web channels
  • Troubleshoot technical issues using tools such as browser developer tools, API testing platforms (e.g., Postman), SQL, and log analysis utilities
  • Diagnose and resolve complex issues independently or through collaboration with Engineering and Product teams
  • Maintain accurate, actionable, and well-documented case records
  • Create and update Knowledgebase articles following KCS (Knowledge-Centered Service) principles to improve self-service
  • Analyze case trends to identify root causes and recommend product or process improvements
  • Collaborate cross-functionally to enhance product stability, user experience, and customer satisfaction
  • Participate in after-hours or weekend rotations as required to support global customers
  • Stay current on product releases, features, and best practices to provide informed guidance

Requirements

  • Strong technical troubleshooting skills with proven ability to diagnose and resolve software issues
  • Experience in a B2B SaaS or enterprise software environment, preferably in a customer-facing technical support role
  • Familiarity with CRM/case management tools such as Salesforce or Zendesk
  • Excellent communication skills — able to explain technical concepts clearly to both technical and non-technical audiences
  • Analytical mindset with the ability to identify patterns and anticipate challenges
  • Collaborative, proactive, and adaptable in a fast-paced environment
  • Demonstrated customer-first approach with professionalism and empathy
  • Bachelor’s degree in computer science, Information Systems, or related field preferred
  • Equivalent technical certifications or hands-on experience will be considered

Nice to have

  • Web application and cloud platform troubleshooting
  • Understanding of APIs and system integrations
  • Knowledge of authentication and access management (SSO, MFA)
  • Familiarity with email deliverability protocols (SPF, DKIM, DMARC)
  • Exposure to merchant/payment systems (credit cards, PayPal, Venmo, etc.)
  • Basic understanding of databases, accounting, or finance-related systems
  • Use of monitoring and debugging tools like Postman, Splunk, SQL, or equivalent
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