Senior Technical Support Representative
Granicus
IndiaremotePosted 1 month ago
Skill Required
Technical-SupportTechnical-Support-RepresentativeCustomer-SupportIT-SupportSenior-Technical-SupportSenior-Technical-Support-AgentSenior-Technical-Support-EngineerSenior-Technical-Support-Specialist-PositionsSenior-Support-EngineerCustomer-Technical-Support-RepresentativeLead-Technical-Support-EngineerTechnical LeadWindows ServertroubleshootingSalesforcenetworkingObservabilityITILsecuritybuildingetc.)designCloudHTMLJiraCSSandFulltime
Key highlights
- 3+ years required experience in technical support or related role
- 24/7/365 on-call support rotations required
- Enterprise SaaS and web-hosted software experience required
- Remote-first position with globally distributed team
- No degree requirements for most roles
- Company recognition: GovTech 100 (5 consecutive years), BuiltIn best companies to work
Role overview
Granicus is a government technology company that builds and maintains digital solutions for government agencies and their constituents, including communications tools, government websites, meeting management software, records management, and digital services. Serving 5,500+ federal, state, and local agencies and over 300 million citizen subscribers across the U.S., U.K., Australia, New Zealand, and Canada, the company focuses on creating equitable and inclusive technology solutions. The role involves technical support with strong customer service orientation in a fast-paced, collaborative environment with 24/7 operations.
Responsibilities
- Learn and apply comprehensive and advanced product knowledge across a wide range of Granicus solutions
- Support leadership with daily operational tasks including queue monitoring and case assignment
- Assist in case escalations and provide guidance on high-complexity issues
- Monitor case quality and contribute to process improvements
- Deliver high-quality 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 enhance product efficiency and customer experience
- Participate in 24/7/365 on-call support rotations
- 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 employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies
Requirements
- 3+ years in technical support or a related role (or equivalent education/experience)
- Experience with enterprise SaaS, web-hosted software, and infrastructure troubleshooting
- Demonstrates high-level product knowledge with experience across multiple Granicus solutions or equivalent SaaS platforms
- Ability to clearly communicate technical concepts to diverse audiences
- Proven ability to deliver high-quality support across multiple channels while adapting to shifting priorities and maintaining service excellence
- Ability to communicate professionally, empathetically, and effectively with diverse customer profiles
- Skilled in troubleshooting diverse issues, replicating customer environments, and documenting findings
- Experience training or coaching junior support staff
- Comfortable contributing to cross-functional projects that enhance efficiency and customer experience
Nice to have
- Web technologies (HTML, CSS, basic scripting)
- Troubleshooting applications and server hardware (Windows Server 2008/2012, networking basics)
- Digital communications and audio/video technologies
- Help desk and ticketing software (Salesforce, JIRA, etc.)
Additional details
- The Company: Granicus has served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers over the last 25 years; recognized on GovTech 100 list for past 5 years and named one of the best companies to work on BuiltIn
- About Us: Remote-first company with globally distributed workforce across United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand
- The Culture: Employee Resource Groups, Coffee with Mark sessions with CEO, Microsoft Teams communities for wellness/art/furbabies/family/parenting, special guest speakers on employee impact topics
- Don't have all the skills/experience mentioned above? We are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don't meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!