Technical Support Specialist Job at Mozilla

Job Description

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. Every closed ticket, forum response, or app store reply represents a user who can get back to what they were trying to do. 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. This is a great opportunity for someone who loves technical support work, cares deeply about the user experience, and wants to help shape support practices for products that are still growing.

Job Responsibility

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

Nice to have

Experience with open source software communities and support models is a strong plus
Familiarity with Linux, macOS, Windows, Android, and iOS
Knowledge of email server administration, hosted email platforms, or mail infrastructure
Experience responding to app store reviews, particularly on Google Play or the Apple App Store
Proficiency in a second language
German is especially helpful
Experience writing technical documentation, knowledge base articles, FAQs, or support playbooks
Background in QA, bug triage, reproduction testing, or working closely with engineering teams

What we offer

Fully remote work & schedule flexibility
Company-provided laptop
Annual bonus program
Monthly remote work stipend
Annual professional development stipend
Industry conferences
Company all-hands and team gatherings
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
401(k) / RRSP contributions
Health, dental, & vision insurance
Disability insurance
Life insurance
Employee assistance program
Paid parental leave
Paid sick days

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Technical Support Specialist

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