Senior Technical Support Representative

🕒 August 26

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Granicus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

📋 Description

• Learn and apply comprehensive and advanced product knowledge across Granicus solutions • Support leadership with daily operational tasks, including queue monitoring and case assignment • Assist with case escalations and guide resolution of high-complexity issues • Monitor case quality and contribute to process improvements • Deliver technical solutions that help customers achieve their goals • Troubleshoot issues, create test scenarios, and investigate software behavior • Manage customer tickets in alignment with SLAs • Collaborate across teams to improve product efficiency and customer experience • Participate in 24/7/365 on-call support rotations • Preserve the confidentiality, integrity, and availability of Granicus information assets • Ensure employee and customer data privacy and complete required privacy training

🎯 Requirements

• 2+ years in technical support or a related role (or equivalent education/experience) • Experience with enterprise SaaS, web-hosted software, and infrastructure troubleshooting • High-level product knowledge across multiple Granicus solutions or equivalent SaaS platforms • Ability to communicate technical concepts to diverse audiences • Ability to deliver high-quality support across multiple channels while adapting to shifting priorities • Professional, empathetic, and effective communication with diverse customer profiles • Troubleshooting diverse issues, replicating customer environments, and documenting findings • Experience training or coaching junior support staff • Ability to contribute to cross-functional projects • Experience with web technologies (HTML, CSS, basic scripting) • Experience troubleshooting applications and server hardware, including Windows Server 2008/2012 and networking basics • Experience with digital communications and audio/video technologies • Experience with help desk and ticketing software such as Salesforce and JIRA • Ability to comply with information security and data privacy requirements

🏖️ Benefits

• Employee Resource Groups to encourage diverse voices • Coffee with Mark sessions with the CEO • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more • Special guests discussing issues impacting employees • Remote-first work environment