Technical Support Specialist

🕒 July 22

🤠 Texas – Remote

🤠 Texas – Remote

💵 $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 28%

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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SimpliGov

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏛️ Government

☁️ SaaS

⚡ Productivity

Government • SaaS • Productivity

SimpliGov is a powerful end-to-end solution platform that offers workflow process automation, digital forms, and electronic signatures, primarily designed for government applications. The platform features no-code tools, enabling users to automate processes without requiring technical expertise. Its comprehensive tools include document automation, electronic signatures (SimpliSign), a form designer, language access for translations, and performance analytics. Recognized for its applicability in state and local government sectors, SimpliGov facilitates the digitization and modernization of public services, such as DMV services, legal operations, permits, and more. It integrates seamlessly with enterprise systems, ensuring enhanced efficiency and transparency.

📋 Description

• 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 • Create structured prompts and use AI coding assistants for SQL queries, PowerShell scripts, API requests, JSON, and XML • Summarize logs, identify patterns, generate diagnostic hypotheses, and recommend investigation steps using AI • Validate AI-generated queries, scripts, technical conclusions, and customer communications before use • Apply secure and responsible AI practices when handling customer data, credentials, personally identifiable information, confidential information, and proprietary code • Investigate issues using diagnostics, logs, and approved tools; reproduce issues, isolate causes, document findings, and determine resolution or escalation paths • Communicate timely, accurate updates to customers and internal stakeholders throughout the incident lifecycle • Maintain complete case documentation in Jira Service Management and related support systems • Troubleshoot identity and access configurations, certificates, networking, and web application connectivity • Troubleshoot APIs, webhooks, and third-party integrations • Support cloud services related to identity, networking, monitoring, and application hosting • Analyze telemetry using Azure Monitor, Application Insights, and Log Analytics • 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 to Support and customer-facing teams • 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

🎯 Requirements

• 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 track record of troubleshooting technical issues and explaining complex concepts clearly 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 using approved generative AI and AI-assisted development tools • Ability to critically evaluate and independently 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 • Must satisfy employment authorization verification requirements through Form I-9 and E-Verify

🏖️ Benefits

• 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