Technical Support Specialist

TL;DR

Technical Support Specialist (Email/Thunderbird): Manage Thunderbird user support tickets from intake through resolution with an accent on Level 1–2 troubleshooting of email protocols and account configuration. Focus on diagnosing tricky issues, triaging bugs vs. user/config errors, escalating with clear reproduction details, and improving support practices through pattern detection and documentation.

Location: Remote Canada

Salary: $57,000–$67,000 CAD

Company

hirify.global builds privacy-respecting communication tools through the Thunderbird ecosystem.

What you will do

• Handle technical support tickets end-to-end, initially focusing on Thunderbird subscription products.
• Troubleshoot Level 1 and Level 2 issues across account setup and email configuration (SMTP, IMAP, JMAP, DNS, email authentication) and Thunderbird desktop client problems.
• Triage requests to determine whether the issue is user error, configuration-related, a product bug, or a feature request.
• Escalate complex issues with reproduction steps, logs, environment details, and user impact.
• Maintain accurate support records in Zendesk (or similar) and respond across community forums and app store reviews (Android first, then iOS).
• Identify recurring pain points and documentation gaps, share systemic issues with product/engineering/documentation, and create user-facing troubleshooting content and internal playbooks.

Requirements

• Work authorization: must reside in and have permanent work authorization for Canada; no visa sponsorship.
• 5+ years of technical support experience providing Level 1 and Level 2 troubleshooting for software/web services/email systems or IT environments.
• Hands-on experience troubleshooting email protocols and client configuration (SMTP, IMAP, JMAP, account setup workflows).
• Working knowledge of DNS fundamentals (A, MX, TXT) and email authentication (SPF, DKIM, DMARC).
• Familiarity with Mozilla Thunderbird or comparable desktop email clients.
• 5+ years using Zendesk or a similar CRM/help desk/ticketing platform; strong written communication and troubleshooting skills.

Culture & Benefits

• Full-time fully remote role with schedule flexibility and asynchronous work across time zones (strong overlap with Eastern Time).
• Company-provided laptop, monthly remote work stipend, and annual professional development stipend.
• Annual bonus program, industry conferences, and company all-hands/team gatherings.
• 24 days PTO per year (prorated), wellbeing days, public holidays, and additional paid leave.
• RRSP contributions and comprehensive health coverage (health/dental/vision), disability and life insurance, employee assistance program, paid parental leave, and paid sick days.
• On-call rotation (generally one week at a time) based on team size and operational needs.