Technical Success Support, Wordpress Specialist - Remote Eligible

Technical Success Support, WordPress Specialist

As a Technical Success Support, WordPress Specialist at Blackbaud, you will play a critical role in supporting our enterprise customers who use our WordPress or BBNC offerings. You will be responsible for resolving complex technical issues, mentoring junior team members, and contributing to the continuous improvement of our support operations. You'll work across multiple software solutions that serve the social good sector, collaborating with Engineering and Product teams to ensure a seamless customer experience.

At this level, you'll handle escalated issues, contribute to knowledge management, and support readiness for new product features and releases. You'll also serve as a technical leader within the support team, helping to drive quality, consistency, and innovation in our service delivery.

What you'll do:

• Resolve complex customer issues efficiently and with empathy, ensuring a high-quality support experience.
• Author and maintain Knowledgebase content to enhance customer self-service and reduce case volume.
• Independently use diagnostic tools such as browser developer tools, API testing platforms, and log analysis tools to identify and resolve technical issues, escalating when needed.
• Accurately document case activities and communications in a clear, professional, and actionable manner.
• Stay current on product updates and functionality changes to provide expert-level support.
• Own customer follow-up and ensure timely resolution of open incidents within agreed service levels.
• Collaborate with Engineering to review logs, identify patterns, and assist in diagnosing root causes of recurring issues, contributing to long-term solutions through detailed issue documentation and follow-up.
• Act as the primary point of contact for service-related inquiries, representing the voice of the customer internally.
• Support multiple product lines by developing proficiency in both primary and secondary solution areas.
• Expand your ability to resolve non–first contact resolution (non-FCR) issues and support more advanced case types.
• Serve as a backup or full-time Level 2 resource, participating in triage and escalation processes.
• Mentor Associate-level team members, providing guidance and support in alignment with Team Lead goals.
• Contribute to support deflection initiatives by creating and improving knowledge content and resources.
• Participate in after-hours and weekend on-call rotations to support critical customer needs.

What you'll bring:

• Strong technical troubleshooting experience, ideally in a B2B SaaS or enterprise software environment.
• Excellent communication skills, with the ability to explain technical concepts in clear, customer-friendly language.
• Proven ability to manage complex issues and collaborate across teams to drive resolution.
• Demonstrated familiarity with WordPress architecture, including themes, templates, and database structure.
• Proficiency in configuring and troubleshooting third-party plugins.
• Awareness of plugin compatibility, performance impact, and security implications.
• Understanding of SSL certificate lifecycle, renewal, and deployment.
• Ability to diagnose and resolve mixed content issues, certificate errors, and HTTPS redirection problems.
• Familiarity with the DigiCert platform.
• Ability to troubleshoot domain resolution issues and propagation delays.
• Understanding of DNS implications for SSL, email routing, and CDN integration.
• Experience implementing and validating SPF, DKIM, and DMARC records.
• Ability to diagnose email deliverability issues like bounce handling and spam filtering.
• Experience creating and maintaining self-service documentation or knowledgebase content.
• Ability to anticipate challenges and proactively develop solutions to minimize customer impact.
• Demonstrated professionalism, diplomacy, and tact in high-pressure or sensitive situations.
• Strong critical thinking and problem-solving skills, with a strategic mindset.
• Ability to integrate diverse information and develop creative, cross-functional solutions.
• Experience analyzing logs, error messages, and troubleshooting tools to identify root causes and contribute to effective resolution strategies.
• Proficient using troubleshooting tools to independently investigate and resolve technical issues.
• Experience mentoring or guiding junior team members and contributing to team development.
• Experience with one or more of the following:
• Educational or professional experience troubleshooting web applications, cloud platforms, infrastructure, or single-page applications.
• General understanding of authentication processes, including Single Sign-On (SSO) and Multi-Factor Authentication (MFA).
• Proven technical troubleshooting experience in a customer-facing role.
• Experience with merchant processing, payment facilitators, payment platforms, or credit card/payment services providers.
• Understanding of APIs (Application Programming Interfaces) and their role in system integrations.
• Experience troubleshooting email deliverability, including knowledge of SPF, DKIM, and DMARC protocols.
• Familiarity with alternative payment methods such as PayPal, Venmo, and Apple Pay.
• Experience with the following plugins preferred:
• Advanced Custom Fields PRO
• All in One SEO Pro
• Beaver Builder
• Gravity Forms
• Imagify
• The Events Calendar Pro
• Wordfence Security
• WP Rocket