Technical Support Product Specialist

This position is intended for internal applicants only. External applicants WILL NOT be considered.

Make an Impact That Matters

Are you passionate about helping nonprofits grow their impact? Join SofterWare, a mission-driven technology company empowering thousands of organizations to change the world through innovation, data, and connection.

About SofterWare

Repeatedly recognized as a Philadelphia Inquirer Top Workplace, SofterWare builds innovative software-as-a-service (SaaS) products that empower nonprofits to thrive. Over 10,000 organizations use our flagship product, DonorPerfect, to leverage donor data, launch impactful fundraising campaigns, and strengthen the communities they serve.

Why you will love working at SofterWare:

Contribute to a mission-driven organization dedicated to empowering nonprofits — where your work directly helps meaningful causes and makes a real difference in the world.

Enjoy a remote-first, flexible work environment that supports your well-being and balance.

Be part of a company culture that values collaboration, learning, inclusion, and giving back together as a team.

Engage with vibrant employee groups like Diversity & Inclusion, SofterWare Women’s Network, SofterWare Wellness, and SofterWare Gives Back, our volunteer and community service initiative.

Build meaningful relationships in a remote-first environment — from lively Slack channels that connect teammates with shared interests to virtual events that strengthen our sense of community

Your Role as a Technical Support Product Specialist:

The Technical Support Product Specialist is the second tier of customer support and the liaison between the Technical Support and Development teams. Product Specialists utilize their elevated product access to troubleshoot issues and provide backend services that clients may request. As liaisons, they create backlog items for the Development team and exchange information between the Support and Development teams regarding urgent issues, such as outages or off-cycle releases. The Product Specialist provides internal product support to other departments, including Sales, Customer Care, or Implementation.

Key Responsibilities: 

Investigates and resolves complex Tier II product issues using elevated permissions to development tools, logs, and SQL. 

Serves as a liaison between Support and Development:

Verifies, documents, and creates backlog tickets for development. 

Assists with refining new or updated features and, at times, with special projects. 

Handles requests from various departments via designated Slack channels.

Provides advanced product support to Implementation (Onboarding, Training, Payment Processing, Data Services) and Sales teams as they assist clients and prospects.

Partners with Product Management to share product knowledge and best practices during the onboarding of new partners.

Collaborates with Client Relations to complete client cancellation requests and related system updates.

Assesses in real time product issues and client impact, escalating and communicating with urgency to the appropriate channels (#outages).

Maintains and updates the SofterWare Support team site to ensure operational accuracy and consistency.

Communicates with clients regarding the resolution and closure of release-related tickets when applicable.

Provides direct customer support as needed based on volume or complexity.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Key Requirements: 

Excellent investigative and troubleshooting skills

Extremely detail-oriented, accurate, and clear in written documentation to ensure that intentions are unambiguous and steps are easy to follow

Great at documenting and cataloging information for it to be referenced later 

Learn new technology independently

Remain calm and clear-headed so that you can continue to seek solutions and provide updates during high-pressure times 

Effective verbal skills to communicate user stories, requirements, and product priorities during meetings

Education and Experience:

Strong product knowledge of one or more of our major product lines.

SQL experience is a plus but not required.

Compensation

We believe great work deserves great rewards — and that when SofterWare succeeds, our team members should share in that success.

This full-time, remote position offers a total compensation range of $65,000–$75,000 USD, depending on your experience and skills. Our compensation package is designed to recognize your contributions, reward outstanding performance, and support your long-term growth.

Total Compensation includes:

Competitive base salary 

Quarterly incentive bonuses

Monthly profit-sharing0 bonus

Benefits

We’re proud to offer a comprehensive and competitive benefits package, including:

Paid time off and volunteer days

Matching gifts program

Parental and military leave

401(k) with employer match and profit sharing

Medical, prescription, vision, and dental coverage

Pre-tax dependent coverage and voluntary benefits

Short-term disability

Employee Assistance and Wellness Programs

SofterWare is proud to be an Equal Opportunity Employer.
We make employment decisions based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, citizenship status, national origin, ancestry, gender, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, pregnancy, or any other characteristic protected by law. SofterWare is committed to providing reasonable accommodations for individuals with disabilities and fostering an inclusive, supportive workplace where everyone can thrive.

Join Us

Ready to make an impact with a team that empowers nonprofits every day?

Apply now and help us build a better world through technology and compassion.