Technical Support Specialist

At Submittable, we are transforming how organizations create social impact. Our platform empowers thousands of mission-driven organizations, from nonprofits to government entities, to make a difference in their communities and beyond. In 2024, our innovative software helped organizations worldwide run 30,000 programs, welcomed 1.2 million applicants, and facilitated the distribution of more than $10 billion in funding through our products on behalf of our clients.

We are on a mission to help organizations accelerate their impact, so we are proud to partner with organizations focused on Equity & Social Justice, Children & Education, Creative & Arts, Health & Wellness, Economic Justice & Opportunity, and Environment & Climate. At Submittable, technology and purpose converge, offering a unique opportunity to contribute to meaningful change. 

About the Role:  We’re looking for a full-time Technical Support Specialist to join our Campaign Support team. In this role, you will enhance and nurture the customer experience by quickly communicating with customers regarding questions, problems, technical issues. 

• This is a full-time position reporting to the Manager of Campaign Support
• Location: Remote position
• Salary Range: Non-exempt role with a salary range of $46,000–$56,000, depending on experience and location

How You’ll Make an Impact:

• Maintain thorough knowledge of Submittable’s platform and features to provide accurate and effective technical support
• Provide support and maintain customer satisfaction at all stages of the customer journey
• Respond promptly to customer inquiries via phone, email, and chat, troubleshooting technical issues and answering product questions
• Provide clear guidance, solutions, and best practices to help customers successfully use the platform
• Track and log customer issues, ensuring follow-up and resolution in a timely manner
• Maintain accuracy of customer help resources as the product evolves
• Identify, test, and report software bugs to Product team 
• Proactively flag potential issues or recurring problems to support continuous improvement

About You: You’re a highly collaborative, solution-oriented professional with a passion for delivering excellent customer support. You thrive in fast-paced environments, care deeply about customer outcomes, and bring a mix of analytical thinking, empathy, and curiosity to every interaction.

Experience & Expertise

• 1+ years in Customer Support or Technical Support roles
• Ability to troubleshoot software issues and guide users to resolution
• Experience working with customer support tools
• Comfortable supporting live chat platforms 

Builder Mentality

• Solutions-first mindset with strong problem-solving skills
• Ability to stay calm and effective, especially when handling complex technical issues
• Curious and proactive
• Comfortable navigating ambiguity and evolving processes

Partner, Collaborator, Communicator 

• Exceptional communication skills - especially when translating technical concepts to both technical and non-technical audiences
• Adept at handling multiple high-priority tasks with strong organizational and prioritization skills
• A team player who works well cross-functionally and values shared success
• Capable of building strong customer rapport over time
• Committed to transparency, accountability, and continuous improvement

Preferred Systems & Tooling Experience/Knowledge:

• Proficiency in data tools such as Excel, Google Sheets, Looker, or Tableau
• Exposure to scripting or programming languages (preferred but not required)
• Experience documenting software bugs and enhancement requests for technical teams (preferred but not required)
• Familiarity with SaaS platforms and a general understanding of software development lifecycles (preferred but not required)
• Experience with automation tools like Zapier

We are interested in every qualified candidate eligible to work in the United States; however, we cannot accommodate scholastic or employment visas at this time. In addition, we are not able to consider applicants who reside in the following states: Alaska, Delaware, Louisiana, Maine, New Mexico, North Dakota, Oklahoma, Rhode Island, Vermont, West Virginia, and Wyoming.

Why Submittable?

Joining Submittable means becoming part of a forward-thinking, mission-driven