Advanced Apps Tier 2 Support Specialist

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.

As an Advanced Apps Tier 2 Support Specialist, you will play a crucial role in providing in-depth technical support for Bonterra's software solutions. You will work directly with customers primarily via email focusing on diagnosing and solving advanced technical problems, conducting deep investigations, and escalating to Tier 3 or engineering when necessary. You’ll collaborate across internal teams to ensure seamless resolution, helping enhance customer satisfaction and contributing to our larger mission of supporting social good organizations.

This role is ideal for someone with strong technical proficiency, excellent troubleshooting skills, and a passion for helping customers succeed. If you enjoy solving challenging problems and thrive in a collaborative environment, this is the perfect opportunity to make a significant impact.

Key Responsibilities:

• Expertise Development: Master Bonterra's software products, gaining deep knowledge to troubleshoot and resolve advanced technical issues.

• Problem Diagnosis: Use your technical skills to thoroughly investigate and diagnose complex customer issues, determining root causes and appropriate solutions.

• Collaboration: Work closely with Tier 2, engineering teams, and other internal departments to escalate unresolved issues and ensure timely resolution.

• Customer Communication: Provide clear, concise, and professional communication to customers, ensuring they understand the status of their issues and the steps being taken.

• Documentation: Create and maintain detailed case notes, knowledge base articles, and process documentation to improve team efficiency and customer self-service.

• Continuous Improvement: Identify recurring issues and work with teams to suggest improvements in product and support processes.

• Technical Expertise: Stay updated with product changes and technical trends to continually improve troubleshooting capabilities.

Skills and Qualifications:

• Experience: Minimum of 2 years in a technical support role, preferably in a Tier 2 capacity, with demonstrated experience solving complex technical issues.

• Technical Aptitude: Strong understanding of troubleshooting methodologies and experience with technologies like SQL, HTML/CSS, or other coding languages is a plus.

• CRM Tools: Familiarity with CRM systems such as Salesforce, Zendesk, or JIRA.

• Bonterra Product Knowledge: Familiarity with Bonterra’s software solutions (e.g., CyberGrants, Salsa Labs, Network for Good, EveryAction, Apricot, or ETO) is a bonus.

• Problem-Solving: Excellent critical thinking, logical reasoning, and troubleshooting skills, with a demonstrated ability to resolve complex issues.

• Communication: Strong verbal and written communication skills, with the ability to clearly explain technical concepts to customers of varying technical expertise.

• Collaboration: Proven ability to work effectively within a team environment and across departments.

• Training & Mentorship: Experience in teaching or training, including mentoring, tutoring, or software support is an advantage.

If you're passionate about providing outstanding technical support and want to contribute to a company dedicated to empowering positive change, we encourage you to apply!

Compensation

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations.Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.

US Base Salary Range: $50,000 - $75,000

Please note that the compensation range and benefits specified in this job posting is applicable to candidates based in the United States. For international applicants, actual salary offers and benefit plans may vary based on the local market compensation standards and will be determined in accordance with regional considerations, including but not limited to applicable laws, cost of living, and industry norms

We will be accepting applications for this role until 03/13/2025

Our Culture:  At Bonterra, we’re innovating with a higher purpose: to increase giving to 3% of US GDP by 2033, creating $573 billion more in global impact every year. To achieve our vision, we cultivate an inclusive environment where diversity is embraced and every team member feels empowered to contribute. Innovation, curiosity, and a commitment to equity guide our work. We foster a culture of belonging, ensuring that every individual is valued, respected, and given the tools to succeed. Together, we are dedicated to making a positive impact in the world.

Our comprehensive and competitive benefits include:

• Generous Flexible Time Off (FTO) Policy

• Up to 15 paid company holidays including some commemorating social justice events and self-care

• Paid volunteer time

• Resources for savings and investments

• Paid parental leave

• Paid sick leave

• Health, vision, dental, and life insurance with additional access to health and wellness programs.

• Opportunities to learn, develop, network, and connect

Please note the benefits specified on this page are applicable to full-time employees based in the United States. For international employees, actual benefits may vary based on local standards and regulations and will be determined in accordance with regional considerations, including but not limited to applicable laws and industry norms.

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.