Technical Support Specialist

Job not on LinkedIn

🔥 45 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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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

• Support SimpliGov’s SaaS platform while protecting the reliability, security, and integrity of customer environments. • Investigate complex technical issues, communicate clearly with customers and internal teams, and drive incidents through diagnosis, resolution, and root-cause documentation. • Utilize generative AI tools to maximize efficiency and effectiveness in operations and reporting. • Own escalated customer issues involving application behavior, data, workflows, integrations, authentication, connectivity, and performance. • Use diagnostics, logs, and approved tools to investigate issues and execute support procedures. • 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 and actionable case documentation in Jira Service Management and related support systems. • Troubleshoot customer identity and access configurations and diagnose certificate, networking, and web application connectivity issues across customer and SimpliGov environments. • Analyze telemetry using available monitoring and diagnostics tools, including Azure Monitor, Application Insights, and Log Analytics. • Partner with Engineering and Product to validate defects, assess customer impact, and track resolution.

🎯 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 both technical and non-technical audiences, internally and externally • Ability to independently learn unfamiliar software platforms and business systems, and 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 to support technical research, log analysis, SQL and PowerShell development, API troubleshooting, case documentation, and knowledge creation. • Ability to critically evaluate and independently validate AI-generated technical recommendations, queries, scripts, and conclusions before applying them in customer or production environments. • Understanding of responsible AI practices, including data privacy, information security, appropriate handling of customer information, and compliance with 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.

🏖️ Benefits

• Medical, dental, and vision insurance plans, with significant employer contributions for employees AND dependents (contributions based on base-level plan; buyup plans available at additional costs) • 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