Business Support Analyst providing operational support and advice to stakeholders at BMO. Collaborates on strategic initiatives and ensures effective business processes in Canada.
About the role
- Technical Support Specialist providing support for Thunderbird’s subscription products. Resolving technical issues and enhancing user experience through community engagement and documentation.
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.
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.
Benefits
- Fully remote work & schedule flexibility
- Company-provided laptop
- Annual bonus program
- Monthly remote work stipend
- Annual professional development stipend
- Industry conferences
- Company all-hands and team gatherings
- 24 days PTO per year (prorated)
- Your birthday
- Year-end company shutdown
- 9 wellbeing days
- Public holidays
- Other paid leave
- Quarterly wellbeing stipend for personal / family activities
- RRSP contributions
- Health, dental, & vision insurance
- Disability insurance
- Life insurance
- Employee assistance program
- Paid parental leave
- Paid sick days
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