Technical Support Specialist, Mozilla

• 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
• 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

Desirable

• 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
• 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
• You’ll be successful in this role if you are the kind of person who cares about both the individual user and the bigger pattern behind the issue
• You don’t just answer the ticket in front of you; you notice when the same problem is showing up again and again
• You document what you learn, share useful context with the team, and help reduce friction for future users
• You bring patience to frustrating situations, precision to technical troubleshooting, and curiosity to ambiguous problems
• You understand that support is not just about closing tickets
• It is about helping people succeed, improving the product, and making the experience better for the next user