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.
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)
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.
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.
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.