Technical Support Representative

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

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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

• Field complex/escalated issues for high value or critical clients • Work directly with clients to understand issues, document cases, and work toward resolution • Uphold SLAs regarding responsiveness on individual cases • Serve as an escalation point for Customer Support Representatives and product subject matter expert • Take ownership of technical issues and work with Engineering and Product groups on advanced issues • Validate and identify product bugs and document expected behaviors for resolution • Coordinate teams and client troubleshooting sessions, providing written and verbal recaps • Resolve escalated customer complaints, especially technical complaints • Provide on-call support • Train junior members and customer support representatives • Update the ticket tracking system with accurate support issue status • Create Knowledge Base articles • Troubleshoot simple failures through complex multifactor problems • Preserve the confidentiality, integrity, and availability of Granicus information assets • Ensure employee and customer data privacy and complete required privacy training

🎯 Requirements

• US Citizen • CJIS certified through an FBI Background check • 1 year of experience providing technical support for cloud-based software or services • Ambitious, self-driven, enthusiastic approach to problem-solving • Strong client communication skills • Ability to de-escalate high-stress situations • Ability to convey complex technical issues to technical experts and novices • Experience using ticketing systems such as Zendesk, JIRA, Salesforce, or equivalent • Technical degree in Computer Science or equivalent experience of 2+ years • Relational database experience, preferably MSSQL and PostgreSQL (preferred) • Experience administering Windows desktops, servers, and embedded systems (preferred) • Enterprise SaaS or web-hosted software knowledge (preferred) • Streaming/video playback experience (preferred) • Experience with GitHub, CI/CD, and software deployment (preferred)

🏖️ Benefits

• Flexible Time Off • Company-Wide Wellbeing Days • Work From Home Reimbursement • 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 • Pension Plan and Retirement options • Online Learning Platforms • Competitive Salary & Bonuses • Employee Resource Groups • Microsoft Teams communities focused on wellness, art, furbabies, family, and parenting