Technical Support Specialist

🕒 Julho 22

🤠 Texas – Remoto

🤠 Texas – Remote

💵 $85.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💻 Suporte de TI

👻 Score fantasma 22%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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SimpliGov

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🏛️ Governo

☁️ SaaS

⚡ Produtividade

Government • SaaS • Productivity

SimpliGov é uma plataforma poderosa de solução de ponta a ponta que oferece automação de processos de trabalho, formulários digitais e assinaturas eletrônicas, projetada principalmente para aplicações governamentais. A plataforma apresenta ferramentas sem código, permitindo que os usuários automatizem processos sem necessitar de expertise técnica. Suas ferramentas abrangentes incluem automação de documentos, assinaturas eletrônicas (SimpliSign), um designer de formulários, acesso a idiomas para traduções e análises de desempenho. Reconhecida por sua aplicabilidade nos setores de governo estadual e local, a SimpliGov facilita a digitalização e modernização de serviços públicos, como serviços do Detran, operações legais, licenças, entre outros. Ela se integra perfeitamente com sistemas empresariais, garantindo maior eficiência e transparência.

Descrição

• Own escalated customer issues involving application behavior, data, workflows, integrations, authentication, connectivity, and performance • Use generative AI tools for technical research, troubleshooting, case analysis, documentation, and operational reporting • Investigate issues using diagnostics, logs, and approved tools • Reproduce issues, isolate causes, document findings, and determine resolution or escalation paths • Communicate timely and accurate updates to customers and internal stakeholders throughout the incident lifecycle • Maintain complete and actionable case documentation in Jira Service Management and related support systems • Troubleshoot customer identity and access configurations • Diagnose certificate, networking, and web application connectivity issues • Troubleshoot APIs, webhooks, and third-party integrations • Support cloud services related to identity, networking, monitoring, and application hosting • Analyze telemetry with Azure Monitor, Application Insights, and Log Analytics • Research and resolve issues involving Microsoft 365, Microsoft Graph API, and connected business applications • Maintain safe, repeatable queries, scripts, and runbooks • Partner with Engineering and Product to validate defects, assess customer impact, and track resolution • Test bug fixes and release candidates, confirm production outcomes, and communicate changes • Collaborate with Professional Services and Customer Success on implementations, integrations, and customer environment issues • Contribute to documentation, troubleshooting playbooks, and training • Identify recurring support trends and recommend product or process improvements • Produce reporting dashboards, trend analysis, and executive reporting packages

🎯 Requisitos

• 3–5+ years of progressive technical experience in a software company • Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field—or equivalent combination of relevant education, certifications, and professional experience • Demonstrated experience troubleshooting technical issues and explaining complex concepts to technical and non-technical audiences • Ability to independently learn unfamiliar software platforms and business systems • Ability to interpret technical documentation, system logs, API documentation, and vendor resources • Advanced troubleshooting and root cause analysis across SaaS applications, integrations, databases, cloud services, and logs • Proficiency with approved generative AI and AI-assisted development tools • Ability to validate AI-generated technical recommendations, queries, scripts, and conclusions • Understanding of responsible AI practices, data privacy, information security, customer information handling, and organizational AI-use policies • Working knowledge of Azure, identity protocols, DNS, SSL/TLS, networking, and web application connectivity • Familiarity with APIs, data formats, Postman, Jira Service Management, service desk operations, and enterprise software platforms • Clear technical communication for case notes, customer updates, documentation, and internal guidance • Strong customer focus, prioritization, cross-functional collaboration, and continuous improvement mindset • SimpliGov does not currently sponsor applicants for work visas

🏖️ Benefícios

• Medical, dental, and vision insurance plans, with significant employer contributions for employees AND dependents • Company-sponsored life, short-term, and long-term disability insurance • 11 Paid holidays • Flexible time off • 401k plan with 4% employer match • Monthly home office stipend • Monthly wellness stipend • Bonus