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 company that values innovation, collaboration, and growth. We empower organizations working for social good with technology that accelerates their work, amplifies their impact, and drives meaningful change.

At Submittable, you’ll find a supportive, dynamic work environment where your contributions directly influence our success. If you thrive in a fast-paced, evolving environment and are excited to be part of a company dedicated to social impact, we invite you to apply!

Benefits: We are proud to offer highly competitive benefits to our full-time employees, including:

• Comprehensive health and life insurance with optional HSA, FSA, and DCA accounts
• 401(k) plan with employer match starting day one
• Equity stock options to share in our success
• Flexible hours, remote work options, and generous vacation and sick leave
• Paid parental leave for mothers, fathers, and adoptive parents
• Professional development stipends to support your career growth
• Opportunities to participate in community outreach and volunteer programs
• Monthly company-sponsored happy hours and gatherings to connect and unwind

Our Commitment to Inclusion & Belonging 

At Submittable, we believe technology is a force for good, driving social impact and enabling corporate social responsibility on a global scale. To achieve this, we are committed to fostering a workplace that values inclusion and belonging as central pillars of our culture.

We embrace the strength of our diverse community by creating a safe space where employees feel empowered to share ideas, celebrate unique experiences, and learn from one another. By prioritizing inclusion, we aim to build an environment where everyone can bring their authentic selves to work and make innovative contributions that enable our customers to tackle complex challenges and spread more good.

As a globally used platform, we are dedicated to hiring and supporting employees who represent a range of backgrounds, experiences, and perspectives. This includes diversity in ethnicity, sexual orientation, gender, religion, ability, culture, and socioeconomic background. 

Our Approach to AI in our Hiring Process 

We believe that Artificial Intelligence (AI) can be a powerful tool for good. We are committed to leveraging AI technologies responsibly, ensuring their use is equitable, fair and safe. To ensure fairness and accurate skill assessment, we do not allow the use of AI tools (including note takers, transcription tools, or recordings) during take home tests or interviews. For additional information regarding the use of AI in hiring please review our AI Guidelines & Policies.  Need accommodations? Let your recruiter know early so we can support you.