Technical Support Specialist
About the role
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. 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.
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.