Technical Support Specialist
The Technical Support Specialist at Mozilla's Thunderbird team is a remote role focused on delivering exceptional support for Thunderbird users across its expanding product ecosystem, including subscription services. Thunderbird is a trusted open-source email application used by over 20 million people globally, developed transparently in collaboration with a global community of contributors. As part of the Support Operations team, this position involves working closely with support, product, engineering, documentation, and community colleagues to ensure users receive timely and effective assistance.
In this role, the specialist will manage technical support tickets from intake through resolution, primarily focusing on Thunderbird's subscription products. Responsibilities include providing empathetic support, troubleshooting Level 1 and Level 2 technical issues such as account setup, email configuration, and client issues, and triaging incoming requests to determine their nature. The specialist will also escalate complex issues, maintain accurate support records, monitor and respond to community forums and app store reviews, identify recurring user pain points, and create user-facing documentation.
Candidates should have over five years of technical support experience, including Level 1 and Level 2 troubleshooting for software products, web services, email systems, or IT environments. Hands-on experience with email protocols and client configuration issues, such as SMTP, IMAP, JMAP, and account setup workflows, is essential. A working knowledge of DNS fundamentals, including A, MX, and TXT records, as well as SPF, DKIM, and DMARC, is required. Familiarity with Mozilla Thunderbird or comparable desktop email clients and experience using Zendesk or similar CRM, help desk, or ticketing platforms are also necessary.
While specific compensation details are not provided, Mozilla offers a comprehensive benefits package, including rich medical, dental, and vision coverage, generous retirement contributions with immediate vesting, quarterly wellness days, country-specific holidays plus a day off for birthdays, a one-time home office stipend, annual professional development budget, quarterly well-being stipend, considerable paid parental leave, and an employee referral bonus program.
Mozilla is a non-profit-backed technology company dedicated to building a better internet. The Thunderbird team operates with a collaborative and inclusive approach, emphasizing user-centric development and open-source principles. Joining Mozilla provides an opportunity to contribute to meaningful projects that impact millions of users worldwide.