Technical Support Representative

Summary

Join Granicus as a Technical Support Representative and become a resident expert on the Customer Support team, leveraging your knowledge of software configurations, online payment systems, databases, scripting, and web applications to solve complex technical issues for high-value clients. You will work directly with clients, document issues, and strive for timely resolutions while upholding service level agreements. This role involves serving as an escalation point for other representatives, owning technical issues, collaborating with engineering and product teams, identifying product bugs, and coordinating troubleshooting sessions. You will also contribute to training junior team members, updating the ticket tracking system, and creating knowledge base articles. The position requires on-call support and the ability to handle issues ranging from simple to complex, multi-faceted problems. This role is crucial in maintaining a customer-focused environment and achieving high customer satisfaction.

Requirements

• Ambitious, self-driven and an enthusiastic approach to problem-solving
• Strong client communication skills, exhibits patience and grace in high stress (eg system down) situations to de-escalate to chart a path towards resolution
• 1-2 years experience providing technical support for cloud-based software or services
• Able to convey complex technical issues to other experts, as well as technical novices
• You’ve used ticketing systems such as Zendesk, JIRA, Salesforce or other
• You have a technical degree in Computer Science or equivalent experience (2+ yrs.)
• Fluent in English and French with written and verbal communication
• Canadian Citizen with the ability to obtain Secret Clearance
• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies
• Must be willing and able to obtain/maintain a Secret-level security clearance through the Government of Canada

Responsibilities

• Field complex/escalated issues for high value or critical clients
• Work directly with clients to understand issues, document in a case, and work towards resolution
• Uphold SLA’s regarding responsiveness on individual cases
• Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team
• Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues when necessary
• Validate and identify product bugs and be able to document the expected behaviors for resolution
• Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps
• Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention
• On-call support
• Help train more junior members/ customer support representatives on our software and processes
• Updating the ticket tracking system to provide an accurate, and current, status of support issues
• Creating Knowledge Base articles to expand the knowledge for handling support issues
• Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems

Preferred Qualifications

• You have relational database experience (MSSQL & PostgreSQL preferred)
• You have experience with administering windows desktops, servers and embedded systems
• You have enterprise SaaS or web-hosted software knowledge
• You have experience with streaming/video playback
• You have experience with Github, CI / CD, software deployment

Benefits

We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand