Senior Technical Support Representative
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Job Description
Technical Support Specialist providing expert care for customers leveraging Granicus technology solutions. Collaborating closely with cross-functional teams to enhance government experience initiatives.
Responsibilities:
- Own escalations from the Technical Support Reps team, applying deep product and technical expertise to resolve issues with minimal further escalation to Engineering
- Deliver consistent, high-quality assistance across phone, email, chat, and ticketing platforms
- Track and prioritize your case backlog, balancing urgency with impact on customer success
- Guide Tier 1 representatives and new hires by teaching advanced troubleshooting methods
- Work closely with Engineering on escalated bugs or feature requests
- Uphold Granicus’s information security standards by preserving the Confidentiality, Integrity, and Availability (CIA) of customer data and systems
- Participate in after-hours or weekend rotations as needed, providing advanced troubleshooting expertise for critical escalations
Requirements:
- 3+ years in a technical support, help desk, or similar role
- Experience with enterprise SaaS or web-hosted software and infrastructure troubleshooting
- Proficient in analyzing issues across relational databases (MSSQL, Oracle, MySQL, PostgreSQL), networks, firewalls, and front-end web components
- Proven track record providing support via phone, email, chat, and ticketing systems
- Familiarity with languages like JavaScript, PHP, C#. Basic scripting knowledge is a plus
- Understanding of internet protocols, networking tools, firewalls, and cloud-hosting services (AWS, Azure, etc.)
- Basic understanding of APIs & agile SDLC
- Committed to safeguarding data according to established security policies and best practices
Benefits:
- 24/7 On-Call Rotation
- Employee Resource Groups
- Microsoft Teams communities focused on wellness, art, family, and parenting
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