Technical Specialist

Providing technical analysis and strategic account support for Customer Success related to a specified product area (giving, community, app, or church management system).

Named as one of BuiltIn ‘Best Places to Work’ in Seattle, Denver and Dallas for 2025; ranked number 10 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2024; named as a 2025 'Best Places to Work for Women' by Best Companies Group.

Technical Analysis and Escalation

• →Owning escalations processes to Engineering from CS, and associated communication channels (to Engineering, updating CS teams, etc.).
• →Troubleshooting issues related to assigned product area, including reproducing the issue, using backend tools to analyze and/or fix the data, and evaluating the scope of the issue systemwide.
• →Serving as the subject matter expert for the product, providing internal support and communicating product changes to Customer Success.
• →Maintaining and enhancing the library of technical tools used by Customer Success for technical services and support.
• →Coordinating with Technical Services to invoice and schedule requested work.
• →Participating in the technical aspects of product releases, customer feedback loop, and product roadmap on behalf of Customer Success, including: ensuring new solutions meet expectations of the customer and Customer Success, address major needs, and are prioritized accordingly. 

Strategic Technical Account Support

• →Providing front-line support to Strategic customers, including taking requests for technical solutions via email, phone, live chat, and video - ensuring issues and requests are resolved in a timely and effective manner.
• →Determining the technical validity and feasibility of special requests, and working with Product/Engineering and other members of the technical teams to implement custom solutions.
• →Participating in Pre-Sales support as needed, including evaluating the effectiveness of solutions for larger and/or more complex questions/objections during the sales cycle.

Risk Management

• →Actively monitoring relevant communication/technical channels for possible issues, investigating, and escalating as appropriate.
• →Coordinating with Product, Engineering, and Operations to mitigate immediate issues and validate long term solutions.
• →Provide communication and resources to Customer Success to respond to or resolve issues.

Physical Requirements

• →While performing the duties of this role, the associate is regularly required to stand or sit, reach, bend, and move about the facility. Facility is a normal office environment with variation of temperature and lighting.

Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000+ customers as they drive social good, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!

**Applications will be taken on an ongoing basis

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