---
title: 'Technical Support Specialist- Tier 1 at Virtuous'
canonical: 'https://feeny.ai/job/technical-support-specialist-tier-1-virtuous-phoenix-16epw8sz3fhj'
type: 'job'
last_seen: '2026-10-30'
---

# Technical Support Specialist- Tier 1 at Virtuous

- **Company:** Virtuous
- **Location:** Phoenix, AZ
- **Employment:** full-time
- **Posted:** 2026-09-22
- **Last confirmed live:** 2026-10-30
- **Apply:** https://jobs.ashbyhq.com/virtuous/61807329-56bc-4df6-94f4-b09fbb473ff2/application

**Skills:** Zendesk, CRM systems, B2B SaaS Technical Support, Ticketing systems, Stax, Stripe, Authorize.Net

> Provide exceptional Tier 1 technical support to nonprofits by resolving issues via email and phone, managing support tickets in Zendesk, and collaborating with the Customer Success team to ensure positive customer experiences.

## Job description

We are giving priority to applicants located in Phoenix, AZ, to support our hybrid work model.

Position Summary As a Technical Support Specialist at Virtuous, you will be part of our Tier 1 team providing exceptional customer service and support to our customers. Employing a proactive and engaged method, you'll be responsible for taking a hands-on role at the forefront, addressing customer issues through email-based tickets and promptly responding to incoming calls. You'll gain expertise in different areas of the Virtuous product portfolio, becoming skilled at recognizing, evaluating, and resolving issues with speed and precision.

## Responsibilities

- Respond to incoming support tickets from customers received via email or phone using Zendesk with exceptional attention to detail.
- Achieve and maintain key metrics such as ticket closures, response time, full resolution times, and CSAT.
- Innovation is key. It's necessary to propose creative solution(s)- i.e. using a feature maybe outside of its initial design intent if it helps get a customer closer to accomplishing a task.
- Demonstrate a strong ability to troubleshoot and resolve issues even when faced with unfamiliar or complex scenarios. Proactively seek out information, leverage problem-solving skills to identify and offer inventive workarounds in dynamic and challenging situations.
- Detect, analyze, and communicate bugs to the Tier 2 support team through thorough investigation and supporting evidence
- Keep customers informed about the status of their issues, providing regular updates and setting clear expectations.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Work closely with the rest of the Virtuous Customer Success team to ensure positive customer health and experience.
- Adapt to new challenges and responsibilities as they arise in a dynamic work environment.

You Must Have

- 2+ years B2B SaaS Technical Support experience
- Experience with CRM systems.
- Former use of a ticketing system such as Zendesk, Intercom, Freshdesk, etc.
- Must have an analytical mindset and ability to troubleshoot/test use cases and issues in software.
- Ability to manage workload based on changing priorities.
- Clear and articulate communication skills.
- Phenomenal organizational skills.
- Desire for constant growth personally and professionally.
- The ability to thrive in a fast-paced, flexible start-up environment.
- Ability to take your work seriously without taking yourself too seriously.

## Nice To Have

- Hands-on experience working with merchant/payment processors like Stax, Stripe, and Authorize.Net.

## About Us

Virtuous software is powering the world’s leading nonprofits and inspiring a new generation of generosity.

At Virtuous, we believe generosity has the power to transform the world - and so we are on a mission to create $10B in net new generosity by helping nonprofits better connect with and inspire their donors.

Our talented team is hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the nonprofit community.

Our values are more than just a poster on the wall. Instead, our mission and values are precisely why candidates choose Virtuous. Our core values are:

- Build Better: We build audacious ideas to accelerate philanthropy and dismantle the status quo.
- Display Radical Generosity: We are generous with our time & talent as we serve our team and the nonprofit community.
- Stay Humble & Enjoy the Journey: We take our work seriously, but we don't take ourselves too seriously.

Virtuous should act as a career accelerator for everyone on our team. Team members should look back at their time at Virtuous as one of the most productive and stretching seasons in their professional lives. This means that working at Virtuous isn't for everybody. It is for the select few who are ready to do hard things and build something truly great.

If this sounds like you, we’d love for you to apply!

## What We Offer

- Market competitive pay leveraging Carta data
- Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
- 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days
- We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO
- Supportive time off including paid volunteer days and company holidays
- Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
- 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
- We pride ourselves on Community and host exciting company outings and events.

We’ve recently noticed an increase in recruitment scams where individuals are impersonating recruiters to obtain personal or financial information through fraudulent interviews and job offers.

Please note that all legitimate communication from Virtuous will only come from the @[virtuous.org](http://virtuous.org) domain. If you receive a message from other domains, even if they look similar (e.g., [virtuouscareers.org](http://virtuouscareers.org) or [virtuousjobs.com](http://virtuousjobs.com)), they are not legitimate and we recommend disregarding it immediately.

## About Virtuous

## Company Overview
- **One-liner**: Virtuous provides an AI-powered, responsive fundraising platform and CRM designed specifically for nonprofits to build personalized donor relationships, automate workflows, and grow giving.
- **Entity Type**: Private (Venture-backed)
- **Headquarters**: Phoenix, Arizona, United States
- **Founded**: 2014
- **Founders**: Not publicly listed on the main site; the company was founded in 2014.

## Core Business
- **Primary industry/industries**: Nonprofit SaaS (Software as a Service), Fundraising Technology, CRM
- **Target customers**: Nonprofit organizations of all sizes (SMB to Enterprise), including those focused on fundraising, donor management, and volunteer mobilization.
- **Mission or purpose statement**: "To move the needle on global generosity by helping nonprofits better connect with and inspire their supporters." [linkedin.com](https://www.linkedin.com/company/virtuous)

## Products & Services
For each major offering:
- **[Virtuous CRM](https://virtuous.org/)**: The core platform, a flexible, user-friendly CRM for engaging donors, managing relationships, and tracking interactions.
- **[Responsive Fundraising Platform](https://virtuous.org/)**: An integrated suite unifying fundraising, marketing, and donor development to create personalized donor experiences.
- **[AI Fundraising Agents](https://virtuous.org/)**: AI-powered tools that draft emails, prioritize inboxes, build dynamic engagement plans, and scale personalized donor outreach.
- **[Online Giving & Donation Forms](https://virtuous.org/)**: Customizable donation forms and pages designed for frictionless online experiences and optimized for conversion and gift amount.
- **[Data Intelligence & Analytics](https://virtuous.org/)**: Includes predictive models for prospect research, wealth and demographic data, and enterprise-grade business intelligence and custom dashboards.
- **[Volunteer Management (VOMO)](https://virtuous.org/)**: A tool to recruit, mobilize, and manage volunteers, acquired by Virtuous.
- **[App Marketplace & APIs](https://virtuous.org/)**: Allows integration with favorite tools and custom extensibility.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: Total Funding of **$52.4 million** (across 8 rounds including a Series B). Annual revenue is estimated at **$5 million** by some third-party sources, but this is not officially confirmed by the company. [linkedin.com](https://www.linkedin.com/company/virtuous)
- **Notable Investors/Partners**: Microsoft (Tier 1 Partner). A Series B round in 2021 raised $18M from 4 investors. Acquired **RaiseDonors** (2020) and **VOMO** (2022). [linkedin.com](https://www.linkedin.com/company/virtuous)
- **Growth Signals**:
    - Named to **Inc.’s Best Workplaces list for the 4th consecutive year** (2026). [virtuous.org](https://virtuous.org/blog/virtuous-named-to-inc-best-workplaces-fourth-year-in-a-row/)
    - Reports customer metrics including a **38% increase in YoY fundraising revenue**, **15% increase in donor retention**, and **520 hours saved annually** for teams. [virtuous.org](https://virtuous.org/)
    - Active job postings of 18 positions, with a **+38.5% increase YoY** in job postings. [linkedin.com](https://www.linkedin.com/company/virtuous)
    - Has offices in 4 US locations (Phoenix HQ and Pleasanton) and staff in 5 countries (US, Belgium, Canada, Japan, India).

## Competitive Advantages
- **Purpose-built for Nonprofits**: Unlike generic CRMs, the entire platform is designed around "Responsive Fundraising," specifically to solve the unique challenges of donor retention and personalized outreach.
- **Tight Microsoft Integration**: Being a Microsoft Tier 1 Partner and building on Azure provides enterprise-grade reliability, security (HIPAA, SSO), and a familiar ecosystem for many nonprofit IT teams.
- **AI-First Approach**: Emphasis on AI agents for outreach, machine learning for donor behavior prediction, and automation for admin tasks creates a clear technological moat.
- **Unified Platform (Acquisitions)**: The acquisitions of RaiseDonors and VOMO allowed Virtuous to offer a more complete, integrated suite (Giving + CRM + Volunteers) compared to point solutions.

## Strategic Focus
- **Current priorities and direction for growth**:
    - Dominating the "Responsive Fundraising" category by deepening AI capabilities to automate and personalize donor communications.
    - Continuing to scale enterprise features (BI, data warehousing, security) to win larger nonprofit customers.
    - Expanding partner ecosystem and integrations to reduce friction for nonprofits switching from legacy platforms like Blackbaud.

## Why Work Here
- **Culture highlights**: Consistently recognized as a top workplace (Inc. Best Workplaces 4 years running). Employee feedback highlights strong leadership, a respectful and humble culture, clear direction, and a deep sense of purpose in helping customers succeed. [virtuous.org](https://virtuous.org/blog/virtuous-named-to-inc-best-workplaces-fourth-year-in-a-row/)
- **Remote/hybrid/office policy**: The company operates in a mix of environments (in-person, hybrid, and remote), as noted by Inc. in their award. Job postings likely vary.
- **Notable perks or engineering culture**:
    - Headcount of **150 people** with a significant technical team (36 people, 18% of workforce). [linkedin.com](https://www.linkedin.com/company/virtuous)
    - Emphasis on continuous improvement and mission success. Employee reviews on LinkedIn rate Culture at 3.8/5.0 and Work-Life Balance at 3.7/5.0. [linkedin.com](https://www.linkedin.com/company/virtuous)
    - Growing engineering team (active posting for "Lead Data Platform Engineer").

## Sources
1. [virtuous.org](https://virtuous.org/)
2. [linkedin.com](https://www.linkedin.com/company/virtuous)
3. [virtuous.org](https://virtuous.org/blog/virtuous-named-to-inc-best-workplaces-fourth-year-in-a-row/)
4. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/virtuous)
5. [virtuous.org](https://virtuous.org/company/careers/)

## Other roles at Virtuous

- [Product Marketing Manager- Donor Experience](https://feeny.ai/job/product-marketing-manager-donor-experience-virtuous-united-states-evq39m4w35m3) — United States
- [Product Marketing Manager- Intelligence](https://feeny.ai/job/product-marketing-manager-intelligence-virtuous-united-states-4v7wbk2qnzyb) — United States
- [Enterprise Customer Success Manager](https://feeny.ai/job/enterprise-customer-success-manager-virtuous-united-states-drsrzpz5addh) — United States
- [Director of Support](https://feeny.ai/job/director-of-support-virtuous-phoenix-0ahgnx7bypa4) — Phoenix, AZ
- [General Manager, CRM +](https://feeny.ai/job/general-manager-crm-virtuous-united-states-tpgxjyscwc3v) — United States
- [Senior Software Engineer (Full Stack) - Donor Intelligence](https://feeny.ai/job/senior-software-engineer-full-stack-donor-intelligence-virtuous-united-states-b0raps4r71ha) — United States
- [Strategic Account Executive](https://feeny.ai/job/strategic-account-executive-virtuous-united-states-xqb8frkp86gm) — United States
- [Midmarket Account Executive](https://feeny.ai/job/midmarket-account-executive-virtuous-phoenix-6vnehqe57psy) — Phoenix, AZ
- [Want to work with us?](https://feeny.ai/job/want-to-work-with-us-virtuous-phoenix-jvk27scx5bjn) — Phoenix, AZ