Senior Customer Support Associate (Back-shift)

About the roleWe are looking for an experienced Senior Customer Support Associate our UK‑based team supporting our North America customer base. Note that this is a remote position operating on a back‑shift schedule, with core working hours from 2:00pm to 9:00pm (UK time).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 doOwn 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 outcomesDemonstrate 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 distributionWork directly with customers to diagnose issues, troubleshoot functionality, and guide resolution through clear, professional, and tactful communicationTake full end‑to‑end ownership of assigned cases, including investigation, resolution, documentation, and follow‑up, maintaining accountability throughout the customer lifecycleParticipate in an after‑hours support rotation following a six‑month onboarding and ramp‑up period to support mission‑critical customer needsServe as a subject matter expert for Raiser’s Edge, providing guidance, mentoring, and knowledge‑sharing support to frontline and tenured Support team membersActively participate in swarms and collaborative problem‑solving efforts during major incidents or complex customer scenarios, maintaining composure and influence in high‑pressure situationsIdentify trends in customer issues, product gaps, or recurring challenges, and surface insights and recommendations to Principals and Support LeadershipFile and collaborate on defect submissions with engineering partners, contributing to investigation and triage through clear documentation and cross‑functional communicationCreate, maintain, and improve Knowledgebase content to enhance customer self‑service and reduce future support volumeSupport initiatives, projects, and continuous improvement efforts through adaptability, collaboration, and proactive engagement with leadership and cross‑functional partnersDemonstrate strong relationship skills while working within a global team, supporting customers primarily based within North America, with overlap with Blackbaud Europe.Required experienceStrong functional expertise in Raiser’s Edge, including Database View and RENXTWillingness to participate in an after‑hours rotation to support mission‑critical customer needs following a six‑month onboarding and ramp‑up periodPreferred experience Prior database administrator for an organisation using Blackbaud Raiser's EdgeExperience working in a customer‑facing support role, directly supporting customers with complex or technical issuesExperience supporting integrated products such as Blackbaud Online Express, Blackbaud Online Giving, Blackbaud Merchant Services, or Blackbaud Payment ServicesExperience contributing to Knowledgebase or self‑service content to improve customer outcomes and reduce support volumeExperience participating in incident response or high‑severity issue management#LI-REMOTEStay up to date on everything Blackbaud, follow us on Linkedin, X, Instagram, Facebook and YouTube ​ Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world. 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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