Technical Specialist

Pushpay • Colorado Springs, CO

14h • $57,600 - $66,560 • Hybrid

About The Position

Providing technical analysis and strategic account support for Customer Success related to a specified product area (giving, community, app, or church management system).
Named as one of BuiltIn ‘Best Places to Work’ in Seattle, Denver and Dallas for 2025; ranked number 10 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2024; named as a 2025 'Best Places to Work for Women' by Best Companies Group.

Requirements

• 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, Excel
• 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.

Nice To Haves

• Prior experience with Pushpay softwares is a plus, but not required

Responsibilities

• 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.
• 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.
• 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

• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed