Technical Specialist

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 Built In ‘
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.

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
• 15 days PTO, to start, increases with tenure and seniority.
• Paid parental and adoption leave
• Compensation Range:
  • CO: $57,600-$66,560
  • National Range:$56,610-$65,416

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.

The following states are approved as remote work locations for this position: AR, AZ, CA, CO, FL, GA, IA, IL, IN, MD, MI, MN, MO, NC, OH, OK, PA, SC, TN, TX, VA, WA - All other states are not in consideration for this role at this time.

Work Schedule:
Must be available to work until 5:00 p.m. Pacific Time.

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.
• 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.

Physical Requirements

• While performing the duties of this role, the associate is regularly required to stand or sit, reach, bend, and move about the facility. Facility is a normal office environment with variation of temperature and lighting.

What…