Technical Support Specialist (Remote)

If you love working at the intersection of technical excellence and user empowerment, this is your chance to shine. MZLA Technologies Corporation, the nonprofit-owned company behind the world-renowned open-source email application Thunderbird, is expanding its distributed team. We are actively seeking a dedicated Technical Support Specialist to deliver world-class technical assistance across our growing ecosystem of privacy-respecting communication tools.

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Job Overview

• Role Title: Technical Support Specialist
• Company: Mozilla (MZLA / Thunderbird)
• Location: Remote (US/Asynchronous with strong Eastern Time overlap)
• Compensation: $67,000 – $77,000 a year
• Employment Type: Full-time (Includes an on-call rotation)

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Primary Responsibilities

• Ticket Management: Manage and resolve Level 1 and Level 2 technical support tickets from intake through resolution, focusing heavily on subscription products.
• Technical Troubleshooting: Diagnose complex issues involving account setup, email configuration, SMTP, IMAP, JMAP, DNS, and email authentication.
• Triage & Escalation: Isolate product bugs from user configuration errors and escalate intricate issues with clear logs and reproduction steps.
• Community Engagement: Monitor and respond to technical queries across community forums, as well as handling Google Play and Apple App Store reviews.
• Documentation: Author and update internal playbooks, FAQs, and public knowledge base articles to minimize user friction.

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Eligibility Criteria

To qualify for this position, candidates must meet the following required and preferred benchmarks:

• Required Experience: You must possess 5+ years of technical support experience troubleshooting software, web services, or mail infrastructure.
• Ticketing Systems: Proven track record with 5+ years of experience utilizing Zendesk or a comparable enterprise help desk/CRM platform.
• Technical Knowledge: Deep hands-on proficiency with DNS fundamentals (A, MX, TXT records, SPF, DKIM, DMARC) and standard desktop email clients.
• Communication Skills: Exceptional written English skills, showcasing high emotional intelligence and the ability to explain intricate technical nuances simply.

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Work Environment & Team Culture

At MZLA, we operate completely transparently, mirroring our open-source software heritage. You will join a highly collaborative, distributed network of over 65 professionals stretching across seven countries. This environment grants you immense autonomy, requiring a professional who is deeply comfortable managing a queue with minimal day-to-day supervision. We prioritize real-time human judgment, user privacy, and an inclusive work standard that values diverse perspectives.