Technical Support Specialist

Mozilla

21h•CA$57,000 - CA$67,000•Remote

About The Position

Thunderbird is seeking a Technical Support Specialist to provide excellent support for its users across an expanding product ecosystem, including subscription products. This role is ideal for someone who finds satisfaction in resolving support requests with care, clarity, and technical precision. The specialist will work through a queue, diagnose issues, assist users, and identify patterns to improve support. The position is part of the Support Operations team, collaborating with support, product, engineering, documentation, and community colleagues. The initial focus will be on supporting Thunderbird's subscription products, with additional responsibilities including community forums, app store reviews, and other support channels. This is a significant opportunity for individuals passionate about technical support, user experience, and shaping support practices for growing products.

Requirements

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.

Nice To Haves

Experience with open source software communities and support models is a strong plus—you understand the collaborative, transparent ethos of open source and thrive in community-driven environments.
Familiarity with Linux, macOS, Windows, Android, and iOS.
Knowledge of email server administration, hosted email platforms, or mail infrastructure.
Experience responding to app store reviews, particularly on Google Play or the Apple App Store.
Proficiency in a second language; German is especially helpful.
Experience writing technical documentation, knowledge base articles, FAQs, or support playbooks.
Background in QA, bug triage, reproduction testing, or working closely with engineering teams.

Responsibilities

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.