Blackbaud
Senior Customer Support Associate
🇨🇦
Remote - ON
🕑
Full-Time
💰
TBD
💻
Customer Support
🗓️
May 8th, 2026
Blackbaud
Edtech.com's Summary
Blackbaud is hiring a Senior Customer Support Associate. The role involves delivering expert-level support for Blackbaud Raiser's Edge and integrated products, working directly with customers to resolve complex issues, managing support cases end-to-end, and contributing to support quality and mentorship. The position requires ownership of cases, collaboration during incidents, and active participation in continuous improvement initiatives.
Highlights
- Own and resolve support cases including advanced, complex, or escalated issues for Blackbaud Raiser's Edge (RENXT and RE7).
- Provide expert-level support for integrated products like Online Express, Blackbaud Online Giving, Merchant Services, and Payment Services.
- Participate in after-hours support rotation after a six-month onboarding period to handle mission-critical customer needs.
- Serve as a subject matter expert, mentoring frontline and tenured support team members.
- Collaborate with engineering partners for defect submissions and documentation.
- Create, maintain, and improve Knowledgebase content to enhance customer self-service.
- Identify trends in customer issues and provide insights to leadership for continuous improvement.
- Work within a global team supporting primarily North America customers with overlap in Europe.
- Strong functional expertise required in Raiser's Edge including Database View and RENXT.
- Preferred experience includes prior database administration with Raiser's Edge, customer-facing support role experience, and incident response participation.
Senior Customer Support Associate Full Description
About the role
We are looking for an experienced Senior Customer Support Associate to join our team in Canada.
This role is a highly skilled individual contributor focused on delivering expert‑level support for Blackbaud Raiser's Edge (RE), including RENXT and RE7, as well as integrated products such as Online Express, Blackbaud Online Giving, Blackbaud Merchant Services, and Blackbaud Payment Services.
In this role, you will work directly with customers to resolve complex, high‑impact issues, take full ownership of Support cases, and deliver a strong customer experience. Senior Support professionals serve as trusted subject matter experts and contribute to support quality, operational stability, and continuous improvement through deep product knowledge, collaboration, and mentorship.
What you'll do
- Own and resolve Support cases, including working frontline volume, and including advanced, complex, or escalated cases for Blackbaud Raiser's Edge (RENXT and RE7), applying strong problem‑solving and critical‑thinking skills to drive timely, accurate, and customer‑focused outcomes
- Demonstrate flexibility in the role based on volume and business needs to ensure adequate coverage in frontline volume and taking ownership of workable backlog across the team to support balanced workload distribution
- Work directly with customers to diagnose issues, troubleshoot functionality, and guide resolution through clear, professional, and tactful communication
- Take full end‑to‑end ownership of assigned cases, including investigation, resolution, documentation, and follow‑up, maintaining accountability throughout the customer lifecycle
- Participate in an after‑hours support rotation following a six‑month onboarding and ramp‑up period to support mission‑critical customer needs
- Serve as a subject matter expert for Raiser's Edge, providing guidance, mentoring, and knowledge‑sharing support to frontline and tenured Support team members
- Actively participate in swarms and collaborative problem‑solving efforts during major incidents or complex customer scenarios, maintaining composure and influence in high‑pressure situations
- Identify trends in customer issues, product gaps, or recurring challenges, and surface insights and recommendations to Principals and Support Leadership
- File and collaborate on defect submissions with engineering partners, contributing to investigation and triage through clear documentation and cross‑functional communication
- Create, maintain, and improve Knowledgebase content to enhance customer self‑service and reduce future support volume
- Support initiatives, projects, and continuous improvement efforts through adaptability, collaboration, and proactive engagement with leadership and cross‑functional partners
- Demonstrate strong relationship skills while working within a global team, supporting customers primarily based within North America, with overlap with Blackbaud Europe.
Required experience
- Strong functional expertise in Raiser's Edge, including Database View and RENXT
- Willingness to participate in an after‑hours rotation to support mission‑critical customer needs following a six‑month onboarding and ramp‑up period
Preferred experience
- Prior database administrator for an organisation using Blackbaud Raiser's Edge
- Experience working in a customer‑facing support role, directly supporting customers with complex or technical issues
- Experience supporting integrated products such as Blackbaud Online Express, Blackbaud Online Giving, Blackbaud Merchant Services, or Blackbaud Payment Services
- Experience contributing to Knowledgebase or self‑service content to improve customer outcomes and reduce support volume
- Experience participating in incident response or high‑severity issue management
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Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
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