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Role Description

The Technical Support Representative is a resident expert on the Customer Support team whose knowledge of software configurations, online payment system integrations, relational databases, scripting, web applications, networks and general knowledge of internet communication protocols provides valuable insight for solving problems.

• Field complex/escalated issues for high value or critical clients
• Work directly with clients to understand issues, document in a case, and work towards resolution
• Uphold SLA’s regarding responsiveness on individual cases
• Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team
• Take ownership of technical issues and work with Engineering and product groups to resolve more advanced issues when necessary
• Validate and identify product bugs and document the expected behaviors for resolution
• Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps
• Resolve escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention
• Provide on-call support
• Help train more junior members/customer support representatives on our software and processes
• Update the ticket tracking system to provide an accurate, and current, status of support issues
• Create Knowledge Base articles to expand the knowledge for handling support issues
• Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems

Qualifications

• Ambitious, self-driven and an enthusiastic approach to problem-solving
• Strong client communication skills, exhibits patience and grace in high stress situations to de-escalate to chart a path towards resolution
• 1 year experience providing technical support for cloud-based software or services
• Able to convey complex technical issues to other experts, as well as technical novices
• Experience with ticketing systems such as Zendesk, JIRA, Salesforce or other
• Technical degree in Computer Science or equivalent experience (2+ yrs.)

Requirements

• Relational database experience (MSSQL & PostgreSQL preferred)
• Experience with administering windows desktops, servers and embedded systems
• Enterprise SaaS or web-hosted software knowledge
• Experience with streaming/video playback
• Experience with Github, CI/CD, software deployment

Company Description

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive.

• Consistently appeared on the GovTech 100 list over the past 5 years
• Recognized as one of the best companies to work on BuiltIn
• Served 5,500 federal, state, and local government agencies
• More than 300 million citizen subscribers
• Empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada