Senior Technical Support Representative
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Job Description
Technical support representative troubleshooting Granicus GovTech SaaS products for government customers. Managing escalations, SLAs, case quality, and 24/7 support operations.
Responsibilities:
- 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
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