Technical Support Specialist

Summary

Join Granicus as a Technical Support Tier 2 and become a problem-solving detective leveraging your expertise in relational databases, scripting, web applications, and network protocols to provide high-quality technical support for our government and public sector clients. You will collaborate with the Tier 1 team, own case escalations, and work with engineering groups to resolve advanced issues. This role requires a technical degree or equivalent experience, strong problem-solving skills, and a deep understanding of various technologies. You will document troubleshooting steps, create knowledge base articles, and interact directly with customers. Granicus offers a comprehensive benefits package including health insurance, life insurance, wellness programs, and professional development opportunities.

Requirements

• Have a technical degree in Computer Science or related field or equivalent experience (2+ yrs)
• Have an enthusiastic approach to problem-solving
• Understand enterprise SaaS or web-hosted software experience
• Understand front-end web development
• Understand web site management
• Understand networks, network tools, firewalls, appliances and protocols
• Have relational database experience (MSSQL/Oracle/MySQL/PostgreSQL/etc.)
• Be familiar with JavaScript, PHP, C# or angular
• Have knowledge of monitoring tools like NewRelic, Pingdom, and LogicMonitor
• Have experience troubleshooting network & host infrastructure
• Have familiarity with cloud hosting services (AWS/Azure/etc.)
• Be familiar with API’s using SOAP & REST calls
• Have a technical understanding of agile SDLC
• Have used ticketing systems such as Salesforce, JIRA or a bug tracking system
• English - fluent level, other languages considered an asset. Excellent communication skills, both verbal and written
• Ability to work remotely in a dedicated space with privacy, with minimum supervision, and prioritize and manage time effectively

Responsibilities

• Own case escalations from Technical Support Tier 1 team
• 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
• Take ownership of technical issues and work with other Engineering groups to resolve more advanced issues when necessary
• Resolve escalated customer complaints without the need for team lead intervention
• Document troubleshooting and problem resolution steps
• Update the ticket tracking system to provide an accurate, and current, status of support issues
• Create Knowledge Base articles to expand the knowledge for handling support issues
• Interact with customers to assist in understanding and resolving issues
• 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

Benefits

• Hospitalization Insurance Policy covering employees and their family members including parents
• All employees are covered under Personal Accident Insurance & Term Life Insurance policy
• All employees can avail annual health check facility
• Eligible for reimbursement of telephone and internet expenses
• Wellness Allowance to avail health club memberships and/or access to physical fitness centres
• Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter
• Memberships for ‘meditation and mindfulness apps including on-demand mental health support 24/7
• Access to learning management system Say., LinkedIn learning Premium account membership & many more
• Access to Rewards & recognition portal and quarterly recognition program