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LE-6300 Blackbaud Solutions India Private Limited

Hyderabad · On-site

Agent, Technical Support

Full-timePosted
Salary
Not disclosed
Experience
2–3 years
Eligible batches
2023 · 2024
Location
HyderabadOn-site

About the role

Blackbaud is looking for a Technical Support Agent to join its Hyderabad Customer Support centre. The role involves handling complex B2B SaaS queries from North‑American and global customers, using a mix of phone, chat and ticketing channels. You will diagnose issues across web applications, cloud integrations and authentication services while documenting each case and sharing knowledge with the team.

Responsibilities

  • Own end‑to‑end case resolution, investigating root causes and documenting findings.
  • Use browser developer tools, API clients such as Postman and log analysis to troubleshoot.
  • Apply authentication concepts like SSO and MFA during diagnosis.
  • Create and maintain knowledge‑base articles following KCS practices.
  • Support customers via phone, chat and ticketing, providing clear updates and timely resolutions.
  • Participate in follow‑the‑sun coverage, aligning to US business hours and occasional after‑hours rotations.

Eligibility

  • 2–3 years of experience in B2B SaaS or enterprise technical support.
  • Proven ability to resolve complex issues beyond scripted solutions.
  • Hands‑on experience with case‑management tools such as Salesforce or Zendesk.
  • Strong written and verbal communication skills.
  • Familiarity with Knowledge‑Centered Service (KCS) or willingness to adopt it quickly.

Skills

  • Advanced troubleshooting across web and cloud platforms.
  • Comfort with diagnostic tools (browser dev tools, Postman, log analysis).
  • Understanding of authentication mechanisms (SSO, MFA).
  • Experience handling multi‑channel support (phone, chat, ticket).
  • Ability to produce clear documentation and knowledge articles.

Resume keywords

Asked for

  • Troubleshooting
  • Postman
  • Salesforce
  • Zendesk
  • SSO
  • Mfa
  • API
  • Log analysis
  • Browser devtools

Nice to have

  • CRM
  • Financial systems
  • Education software
  • API integrations
  • Email deliverability
Tailor my resume with these

Benefits

  • Opportunity to build deep technical troubleshooting expertise.
  • Exposure to a global support model serving enterprise customers.
  • Career growth into advanced product‑aligned support or specialist roles.
  • Access to internal tools, automation and AI‑enabled resources.
  • Inclusive work environment with equal‑opportunity policies.
Apply now

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About LE-6300 Blackbaud Solutions India Private Limited

Blackbaud India provides AI‑powered software solutions for social impact, serving nonprofits, schools, healthcare and cultural organisations. It offers cloud‑based fundraising, CRM and financial management tools. The subsidiary operates from Hyderabad and supports US‑based service teams.

Founded 2024 · HQ Hyderabad, India

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