Advanced Apps Tier 2 Support Specialist, Bonterra
$50-77k
More information about location
Software for social impact organizations
Job no longer available
Software for social impact organizations
1001+ employees
Job no longer available
$50-77k
More information about location
1001+ employees
Company mission
To propel every doer of good to their peak impact.
Role
Who you are
- This role is ideal for someone with strong technical proficiency, excellent troubleshooting skills, and a passion for helping customers succeed
- If you enjoy solving challenging problems and thrive in a collaborative environment, this is the perfect opportunity to make a significant impact
- Experience: Minimum of 2 years in a technical support role, preferably in a Tier 2 capacity, with demonstrated experience solving complex technical issues
- Technical Aptitude: Strong understanding of troubleshooting methodologies and experience with technologies like SQL, HTML/CSS, or other coding languages is a plus
- CRM Tools: Familiarity with CRM systems such as Salesforce, Zendesk, or JIRA
- Bonterra Product Knowledge: Familiarity with Bonterra’s software solutions (e.g., CyberGrants, Salsa Labs, Network for Good, EveryAction, Apricot, or ETO) is a bonus
- Problem-Solving: Excellent critical thinking, logical reasoning, and troubleshooting skills, with a demonstrated ability to resolve complex issues
- Communication: Strong verbal and written communication skills, with the ability to clearly explain technical concepts to customers of varying technical expertise
- Collaboration: Proven ability to work effectively within a team environment and across departments
- Training & Mentorship: Experience in teaching or training, including mentoring, tutoring, or software support is an advantage
- If you're passionate about providing outstanding technical support and want to contribute to a company dedicated to empowering positive change, we encourage you to apply
What the job involves
- As an Advanced Apps Tier 2 Support Specialist, you will play a crucial role in providing in-depth technical support for Bonterra's software solutions
- You will work directly with customers primarily via email focusing on diagnosing and solving advanced technical problems, conducting deep investigations, and escalating to Tier 3 or engineering when necessary
- You’ll collaborate across internal teams to ensure seamless resolution, helping enhance customer satisfaction and contributing to our larger mission of supporting social good organizations
- Expertise Development: Master Bonterra's software products, gaining deep knowledge to troubleshoot and resolve advanced technical issues
- Problem Diagnosis: Use your technical skills to thoroughly investigate and diagnose complex customer issues, determining root causes and appropriate solutions
- Collaboration: Work closely with Tier 2, engineering teams, and other internal departments to escalate unresolved issues and ensure timely resolution
- Customer Communication: Provide clear, concise, and professional communication to customers, ensuring they understand the status of their issues and the steps being taken
- Documentation: Create and maintain detailed case notes, knowledge base articles, and process documentation to improve team efficiency and customer self-service
- Continuous Improvement: Identify recurring issues and work with teams to suggest improvements in product and support processes
- Technical Expertise: Stay updated with product changes and technical trends to continually improve troubleshooting capabilities
Application process
- End Date: August 4, 2025
Our take
Bonterra is a social good software company supplying an array of solutions to make social impact organizations more efficient, effective, and user-friendly. The company combines products from CyberGrants, EveryAction, Network for Good, Social Solutions, and more into a comprehensive tool suite for everything from case and grant management to fundraising and volunteer work.
As the fastest-growing company of its kind, Bonterra has certainly made a splash. It supports over 20,000 customers including 16,000 nonprofit organizations and over half the Fortune 100. The company also boasts a high number of positive reviews and emphasizes that it keeps "an ear to the ground" to make sure it knows what its customers want and can improve and enhance its offering to remain a key leader in the space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Company benefits
- Work in office: Join us in our Austin, Texas, or Washington, D.C. offices if you live nearby
- Work remotely: Enjoy the flexibility of remote work with our work-from-home option. No matter where you live, there's an opportunity for you at Bonterra
- Work hybrid: Reap the benefits of both remote and in-person work with a hybrid approach. Visit the office closest to you and work from home when your schedule allows it.
- Health & wellness: Our robust set of health insurance options will keep you and your loved ones ready for anything. And our holistic wellness program means you can create a plan tailored to what matters most to you
- Generous time off: Our flexible time off policy means you don’t have to worry about a limit on your vacation days. Plus, we offer 15 paid holidays with a focus on DEIB, social justice, and self-care
- Fully paid parental leave: We value your time spent with family. No matter your gender identity, all Bonterra employees can take fully paid parental leave after the birth or adoption of a child
- Development resources: We believe in fostering an environment that encourages growth and development. With access to learning resources, goal-setting activities, and networking opportunities, we work to ensure our workforce is positioned for success
- Giving opportunities: We know that it's imperative for us to live our purpose. Through our employee giving program, Doers of Good, employees have the opportunity to track volunteerism by logging hours and creating events
Company HQ
North Burnet, Austin, TX
Leadership
Scott Brighton
(CEO, not founder)Held previous positions as CEO of Aurea Software, Board Member at Khoros, Chair of the Board at Optiva and more. Founded Austin Post, a hyperlocal online news source for the Austin.
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