Empowering a Modern Digital Government.
Technical Support Representative
Location
United States
Posted
64 days ago
Salary
0
Seniority
Junior
Job Description
Technical Support Representative
Granicus
• Field complex or escalated issues for high-value or critical clients • Work directly with clients to understand issues, document cases, and drive resolution • Uphold SLAs for responsiveness and resolution timelines • Serve as an escalation point and product SME for a designated product suite • Own technical issues and collaborate with Engineering and Product teams for resolution • Validate and document product bugs and expected behaviors • Coordinate troubleshooting sessions and provide written/verbal recaps • Resolve technical customer complaints independently • Participate in on-call support rotations • Maintain accurate case status in the ticket tracking system • Troubleshoot a range of issues from simple failures to complex, multi-factored problems
Job Requirements
- 1–2 years of experience providing technical support for cloud-based software or services
- Strong communication skills with the ability to de-escalate high-stress situations
- Ability to explain complex technical issues to both experts and novices
- Experience using ticketing systems such as Salesforce, JIRA or similar
- Technical degree in Computer Science or equivalent work experience
- Relational database experience (MSSQL & PostgreSQL preferred) is good to have
- Experience with administering Windows desktops, servers and embedded systems is good to have
- Enterprise SaaS or web-hosted software knowledge is good to have
- Experience with streaming/video playback is good to have
- Experience with Github, CI/CD, software deployment is good to have
Benefits
- Health insurance
- Paid time off
- Flexible work arrangements
- Professional development programs
- Employee Resource Groups
- Coffee with CEO sessions
- Microsoft Teams wellness communities
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