Technical Support Specialist

Thunderbird is an open‑source email application trusted by more than 20 million people worldwide. The team behind Thunderbird, MZLA Technologies, provides privacy‑respecting communication tools and is looking for a Technical Support Specialist to help users across its growing product ecosystem.

What you’ll do

• Manage technical support tickets from intake through resolution, with an initial focus on Thunderbird’s subscription products.
• Provide timely, thoughtful, and empathetic support that helps users feel heard, understood, and effectively supported.
• Troubleshoot Level 1 and Level 2 technical issues, including account setup, email configuration, SMTP, IMAP, JMAP, DNS, email authentication, and Thunderbird desktop client issues.
• Triage incoming requests to determine whether the issue is user error, configuration‑related, a product bug, or a feature request.
• Escalate complex issues with clear reproduction steps, logs, ...