Technical Support Specialist
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Job Description
Provide expert technical support to government entities leveraging technology solutions. Collaborate with cross-functional teams to enhance customer experience and resolve technical issues.
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 and compliance.
- Guide Tier 1 representatives and new hires by teaching advanced troubleshooting methods and best practices.
- Work closely with Engineering on escalated bugs or feature requests, providing clear reproduction steps, logs, and root-cause details.
Requirements:
- 3+ years in a technical support, help desk, or similar role (or Master of Science in a related field or equivalent experience).
- 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, meeting SLAs and maintaining high customer satisfaction.
- 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.).
- Committed to safeguarding data according to established security policies and best practices.
Benefits:
- 24/7 On-Call Rotation
- Proactive Backlog & Case Management
- Mentorship & Knowledge-Sharing
- Collaboration with Product & Engineering
- Quality Assurance & Process Improvement
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