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 an experienced Technical Support Specialist to join our team. In this role, you will enhance and nurture the customer experience by quickly responding to customer questions, problems, technical issues, and collaborating with our Customer Success team to help our customers solve their problems to maximize their experience. While your primary responsibilities are providing our users with a great experience, you will also have the opportunity to learn about, and contribute to, the evolution of our support model, offerings, and client-centric approach.
- This is a full-time position reporting to the Manager of Support Services
- Location: Remote - East Coast coast time zone preferred
- Base Salary Range: Non-exempt role with a salary range of $53,000–$65,000, depending on experience and location.
How You’ll Make an Impact:
- Act as a technical point of contact within the Support team, troubleshooting issues, and delivering prompt, professional support and guidance
- Support and manage integration requests
- Collaborate cross-functionally with Product and Development teams to ensure seamless communication and alignment
- Maintain deep knowledge of Submittable’s platform and integrations, offering tailored product education and support
- Proactively identify and mitigate potential risks, escalating complex issues or at-risk accounts to internal stakeholders as needed
- Contribute to internal and customer-facing documentation, including knowledge bases and help center content
- Proactively track, prioritize, and report on active and resolved bugs to both internal stakeholders and external clients
- Collaborate closely with development teams to manage bug status, clarify requirements, and ensure issues are actionable and aligned with customer impact.
About You: You’re a highly collaborative, solution-oriented technical professional passionate about 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 within a SaaS or technology platform
- Proven ability to troubleshoot software issues and guide users to resolution
- Familiarity with SaaS platforms and a general understanding of software development lifecycles
- Experience working with customer support, ticketing, and customer relationship management tools
- Comfortable supporting live chat platforms
- Experience managing technical accounts or complex customer needs preferred
- Enjoys helping others and takes pride in turning challenges into positive customer interactions
Builder Mentality
- Solutions-first mindset with strong problem-solving skills
- Ability to stay calm and effective, especially when navigating complex technical issues
- Curious and proactive - always looking to learn more and improve the customer experience
- Comfortable navigating ambiguity and evolving processes
Partner, Collaborator, Communicator
- Strong communication skills - able to explain technical concepts to both technical and non-technical audiences
- A team player who works well cross-functionally and values shared success
- Capable of leading customer meetings and building strong rapport over time
- Committed to transparency, accountability, and continuous improvement
Why You’ll Love It: Joining Submittable means becoming part of a mission-driven team passionate about making a tangible difference in the world. Here’s what makes this opportunity unique and rewarding:
- Purpose with Impact: You’ll be part of a team enabling organizations to create meaningful change in their communities daily. Our tools empower social impact professionals to focus on what truly matters—driving positive outcomes. Together, we’re shaping the future of grant management and corporate social responsibility (CSR) software.
- A Unifying Mission: Submittable’s acquisition of WizeHive combines decades of expertise and innovation. By uniting our efforts, we’re positioned to push boundaries, solve industry challenges, and accelerate progress for our nearly 6,000 customers, who collectively gave over $1.6 billion to nonprofits and individuals last year.
- A Growing Community: You’ll join a team backed by a thriving network of customers, partners, and peers representing foundations, corporations, and public entities. The exchange of ideas and expertise within this community is a constant source of inspiration and innovation.
- A Culture of Collaboration: We believe work should be meaningful and enjoyable. Our team values curiosity, creativity, and collaboration, and we celebrate wins and have fun along the way. At Submittable, your growth and professional development are as important as the impact we create together.
- A Future of Possibility: This is a pivotal moment for our company as we integrate WizeHive’s solutions and expertise. With new opportunities to innovate faster and expand our reach, we’re excited to work with a talented team ready to build the path forward.
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.
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
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 ProcessWe 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.
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