Technical Support Specialist
The Technical Support Specialist at Mozilla's Thunderbird team is a remote position based in Canada, focusing on delivering exceptional support for Thunderbird users across its expanding product ecosystem, including subscription services. Thunderbird is a trusted open-source email application with over 20 million users globally, developed transparently and collaboratively with a global community. As a wholly owned subsidiary of the Mozilla Foundation, MZLA Technologies Corporation operates independently, fostering a collaborative and inclusive work environment.
In this role, the specialist will manage technical support tickets from intake through resolution, primarily focusing on Thunderbird's subscription products. Responsibilities include providing timely and 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 mission-driven organization dedicated to keeping the internet open, accessible, and secure. By joining the Thunderbird team, you will contribute to building privacy-respecting communication tools that empower users to manage their digital lives while maintaining control over their data. The company fosters a collaborative, inclusive, and user-focused work environment, offering opportunities for personal and professional growth.