Technical Specialist

About the Role

Join our team as a Technical Specialist where you'll play a pivotal role in ensuring our customers receive strategic account support and solutions for the giving, community, app, or church management system products. You'll be the friendly face offering technical assistance and strategic guidance to our valued customers, using your expertise to troubleshoot issues, provide solutions, and enhance their experience with our products. With a focus on empathy, adaptability, and clear communication, you'll thrive in a dynamic environment where your problem-solving skills make a real difference to our customers' success.

What You’ll Do

Technical Analysis and Escalation

• Owning escalations processes to Engineering from CS, and associated communication channels (to Engineering, updating CS teams, etc.).
• Troubleshooting issues related to assigned product area, including reproducing the issue, using backend tools to analyze and/or fix the data, and evaluating the scope of the issue systemwide.
• Serving as the subject matter expert for the product, providing internal support and communicating product changes to Customer Success.
• Maintaining and enhancing the library of technical tools used by Customer Success for technical services and support.
• Coordinating with Technical Services to invoice and schedule requested work.
• Participating in the technical aspects of product releases, customer feedback loop, and product roadmap on behalf of Customer Success, including: ensuring new solutions meet expectations of the customer and Customer Success, address major needs, and are prioritized accordingly. 

Strategic Technical Account Support

• Providing front-line support to Strategic customers, including taking requests for technical solutions via email, phone, live chat, and video - ensuring issues and requests are resolved in a timely and effective manner.
• Determining the technical validity and feasibility of special requests, and working with Product/Engineering and other members of the technical teams to implement custom solutions.
• Participating in Pre-Sales support as needed, including evaluating the effectiveness of solutions for larger and/or more complex questions/objections during the sales cycle.

Risk Management

• Actively monitoring relevant communication/technical channels for possible issues, investigating, and escalating as appropriate.
• Coordinating with Product, Engineering, and Operations to mitigate immediate issues and validate long term solutions.
• Provide communication and resources to Customer Success to respond to or resolve issues.

Benefits and Compensation

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Hybrid work model - 3 days in the office / 2 days remote each week
• 12 paid Company Holidays
• 2 paid Volunteer Time Off days
• 15 days PTO, to start, increases with tenure and seniority.
• Paid parental and adoption leave
• Compensation Range: $57,600 - $73,840, depending on location.

Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

What You’ll Bring

• 3+ years in a customer-facing, technical role. 
• 2+ years  experience supporting, implementing, or consulting in technology or SaaS.
• One year experience in data manipulation or database support.
• One year experience working directly with executive-level staff of enterprise customers in support or consultation.
• Familiarity with SQL, HTML, CSS, API, ExcelPrior experience with Pushpay softwares is a plus, but not required
• Analysis Skills: Identifies significant problems & opportunities. Analyzes problems and people in depth. Sorts the wheat from the chaff, determining root causes.
• Adaptability/Stress Management: Stable and poised under pressure. Copes effectively with complexity and change. Able to provide clear, calm solutions/answers to frustrated customers.
• Judgment/Pragmatism: Consistent logic, rationality, and objectivity in decision making. Focuses on key priorities. Generates sensible, realistic, practical solutions to problems.
• Listening/Customer Focus: Tunes in accurately to opinions, feelings, and needs of people. Establishes partner relationship with others. Empathetic, patient, and accessible.

Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.

If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact [email protected].

About Pushpay

Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!