Technical Support Representative

Granicus LAC

2d•Remote

About The Position

Serving the People Who Serve the People 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. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn. Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe. Want to know more? See more of what we do here. Job Summary 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 a valuable insight for solving problems. They are master troubleshooters and follow consistent, logical steps to identify/replicate issues, isolate causes and report back to clients on resolution. They are responsible for providing high-quality technical support for the Granicus software services we provide to the government and public. This person will also work on other programming and documentation projects as required. The Technical Support team partners with the Customer Support team in maintaining a “Customer Focused” environment, partnering with our stakeholders to achieve the highest customer lifetime value and satisfaction. This position supports the Records Request Management (GovQA) product and requires CJIS certification which includes a FBI background check and fingerprinting. US Citizenship required.

Requirements

Ambitious, self-driven and an enthusiastic approach to problem-solving.
Strong client communication skills, exhibits patience and grace in high stress (eg system down) 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.
You’ve used ticketing systems such as Zendesk, JIRA, Salesforce or other.
You have a technical degree in Computer Science or equivalent experience (2+ yrs.).

Nice To Haves

You have relational database experience (MSSQL & PostgreSQL preferred).
You have experience with administering windows desktops, servers and embedded systems
You have enterprise SaaS or web-hosted software knowledge.
You have experience with streaming/video playback
You have experience with Github, CI / CD, software deployment.

Responsibilities

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.
Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues when necessary.
Validate and identify product bugs and be able to document the expected behaviors for resolution.
Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps.
Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention.
On-call support
Help train more junior members/ customer support representatives on our software and processes
Updating the ticket tracking system to provide an accurate, and current, status of support issues.
Creating 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.

Benefits

Flexibility & Balance
Flexible Time Off – Take the time you need to rest, recharge, and live your life.
Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
Work From Home Reimbursement – Support a productive home office environment.
Health & Wellness
Private health, vision, dental and life insurance – 100% Employer-Paid. Comprehensive coverage for you and your family.
On-Demand Mental Health Support – Access to Headspace and other wellness tools.
Family & Future
Pension Plan and Retirement options
Growth & Recognition
Online Learning Platforms – Fuel your professional development.
Competitive Salary & Bonuses – Your contributions are valued and rewarded.