Mozilla
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Why Thunderbird?
Thunderbird is one of the world’s most trusted open-source email applications, empowering more than 20 million people globally. At MZLA, the team behind Thunderbird, we build privacy-respecting communication tools that help people manage their digital lives while staying in control of their data.
We are open source by design. Our products are developed transparently and in collaboration with a global community of contributors, and that same spirit shapes how we work: collaboratively, inclusively, and with a shared commitment to putting users first.
Our small but growing distributed team includes 65+ people across seven countries. As Thunderbird evolves beyond a single desktop application, we are expanding across desktop, mobile, and paid services to build independent, privacy-respecting alternatives to big tech ecosystems.
Our revenue model combines user donations, which help keep Thunderbird’s apps freely available, with paid services that cover the costs of hosted offerings while supporting long-term sustainability and continued innovation.
A note about MZLA and Mozilla: MZLA Technologies Corporation is a wholly owned subsidiary of the Mozilla Foundation and part of the Mozilla portfolio of companies. MZLA operates independently from the Foundation and Mozilla Corporation, with its own organizational structure, compensation programs, benefits, and employment policies.
To learn more, visit www.thunderbird.net
The opportunity
Thunderbird is growing, and we’re looking for a Technical Support Specialist to help deliver excellent support for Thunderbird users across our expanding product ecosystem, including our subscription products.
This role is for someone who takes real satisfaction in resolving support requests with care, clarity, and technical precision. You enjoy working through a queue, diagnosing tricky issues, helping users get unstuck, and spotting patterns that can make support better for everyone. Every closed ticket, forum response, or app store reply represents a user who can get back to what they were trying to do.
You’ll be part of the Support Operations team, working closely with support, product, engineering, documentation, and community colleagues. Your initial focus will be supporting Thunderbird’s subscription products as they scale, but you’ll also help users through community forums, app store reviews, and other support channels.
This is a great opportunity for someone who loves technical support work, cares deeply about the user experience, and wants to help shape support practices for products that are still growing.
What you’ll do
What you bring
Bonus points for
What success looks like
You’ll be successful in this role if you are the kind of person who cares about both the individual user and the bigger pattern behind the issue. You don’t just answer the ticket in front of you; you notice when the same problem is showing up again and again. You document what you learn, share useful context with the team, and help reduce friction for future users.
You bring patience to frustrating situations, precision to technical troubleshooting, and curiosity to ambiguous problems. You understand that support is not just about closing tickets. It is about helping people succeed, improving the product, and making the experience better for the next user.
Work environment
This is a full-time, fully remote position. You’ll join a distributed team of Thunderbird staff, open-source community members, and contributors from around the world.
We rely on clear communication, thoughtful documentation, and collaborative decision-making to work effectively across time zones and disciplines.
Compensation & benefits
We benchmark our base salaries to local markets and target the 60th percentile of the peer market. The salary ranges for this role are:
We may consider candidates with strong skills but less than the required experience. Title, level and compensation will be determined based on qualifications and experience.
In addition to competitive salaries, we offer a comprehensive benefits package designed to support your whole self.
Work & career
Rest & play
Health & family
Work eligibility
Applicants must reside in and have permanent work authorization for the country location(s) specified in the posting. We are unable to consider applicants outside of these markets at this time. And, we do not provide visa sponsorship.
How to apply
Please apply directly through our career page. We carefully review every cover letter and screening question, so take the time to answer each fully. We value authentic, thoughtful responses that reflect your own experience and perspective. It is fine to use AI tools to polish your writing, but your answers should be your own. Candidates who submit generic or unoriginal AI-generated responses may be disqualified from further consideration.
Our commitment to diversity, equity, and inclusion
MZLA believes in the value of diverse creative practices and forms of knowledge, and knows diversity, equity and inclusion are crucial to and enrich the company’s core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but not limited to) women, racialized and Indigenous persons, persons with disabilities, persons of all sexual orientations, gender identities and expressions.
We are an equal opportunity employer. We do not discriminate on the basis of race (including hairstyle and texture), religion (including religious grooming and dress practices), gender, gender identity, gender expression, color, national origin, pregnancy, ancestry, domestic partner status, disability, sexual orientation, age, genetic predisposition, medical condition, marital status, citizenship status, military or veteran status, or any other basis covered by applicable laws. MZLA will not tolerate discrimination or harassment based on any of these characteristics or any other unlawful behavior, conduct, or purpose.
We will ensure that qualified individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment, as appropriate. Please contact us at hiringaccommodations@thunderbird.net to request accommodation.
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