Technical Support Specialist

TL;DR

Technical Support Specialist: Managing technical support tickets and troubleshooting complex email configuration issues for Thunderbird’s growing ecosystem with an accent on subscription products and user experience. Focus on diagnosing Level 1/2 issues, maintaining documentation, and collaborating with engineering to improve product stability.

Location: Must reside in and have permanent work authorization for the United States.

Salary: $67,000 - $77,000 USD

Company

MZLA Technologies Corporation is a wholly owned subsidiary of the hirify.global Foundation, dedicated to building privacy-respecting communication tools like Thunderbird.

What you will do

• Manage technical support tickets from intake through resolution, focusing on subscription products.
• Troubleshoot Level 1 and Level 2 technical issues including SMTP, IMAP, JMAP, and DNS configurations.
• Escalate complex bugs with clear reproduction steps and logs to engineering teams.
• Monitor and respond to community forums and app store reviews.
• Create and maintain user-facing documentation, FAQs, and internal support playbooks.
• Participate in an on-call rotation to ensure system and user support coverage.

Requirements

• 5+ years of technical support experience in software or web services.
• Must reside in and have permanent work authorization for the United States.
• Hands-on experience with email protocols (SMTP, IMAP, JMAP) and DNS fundamentals (MX, TXT, SPF, DKIM, DMARC).
• 5+ years of experience using Zendesk or similar ticketing platforms.
• Strong written communication skills with the ability to explain technical concepts clearly.
• Ability to work remotely with strong overlap with Eastern Time.

Nice to have

• Experience with open source software communities and support models.
• Proficiency in a second language, particularly German.
• Background in QA, bug triage, or reproduction testing.
• Familiarity with Linux, macOS, Windows, Android, and iOS.

Culture & Benefits

• Fully remote work environment with schedule flexibility.
• Comprehensive health, dental, and vision insurance plus 401(k) contributions.
• 24 days PTO, 9 wellbeing days, and year-end company shutdown.
• Monthly remote work and quarterly wellbeing stipends.
• Annual professional development stipend and support for industry conferences.