Granicus

Technical Support Specialist

Granicus

full-time

Posted on:

Location Type: Remote

Location: Remote • California • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCloudFirewallsJavaScriptMySQLOraclePHPPostgresSDLC

About the role

  • Own escalations from the Technical Support Reps team, applying deep product and technical expertise to resolve issues with minimal further escalation to Engineering.
  • Perform thorough diagnostics, replicating complex environments and documenting findings for root-cause analysis.
  • Deliver consistent, high-quality assistance across phone, email, chat, and ticketing platforms, remaining available for time-sensitive or advanced inquiries.
  • 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.
  • Uphold Granicus’s information security standards by preserving the Confidentiality, Integrity, and Availability (CIA) of customer data and systems.
  • Investigate and resolve customer complaints with minimal need for management intervention.
  • 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 (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.).
  • Basic understanding of APIs & agile SDLC.
  • Committed to safeguarding data according to established security policies and best practices.
  • Demonstrated conscientiousness in handling sensitive customer information or credentials.
Benefits
  • Employee Resource Groups to encourage diverse voices
  • Coffee with Mark sessions
  • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supporttroubleshootingroot-cause analysisenterprise SaaSrelational databasesMSSQLOracleMySQLPostgreSQLscripting
Soft skills
communicationcustomer successproblem-solvingmentoringtime managementattention to detailconscientiousnessteam collaborationadaptabilityconflict resolution
Certifications
Master of Science in a related field