Granicus

Technical Support Representative

Granicus

full-time

Posted on:

Location Type: Remote

Location: India

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Job Level

Junior

Tech Stack

CloudPostgres

About the role

  • 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.

Requirements

  • 1 year 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.).
  • Good to have but not mandatory if: 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
  • Employee Resource Groups to encourage diverse voices
  • Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
  • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
  • Special guest discussions on issues that impact our employee population.
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical supportcloud-based softwarerelational databasesMSSQLPostgreSQLWindows administrationembedded systemsenterprise SaaSstreamingvideo playback
Soft Skills
problem-solvingcommunicationownershiptrainingescalation managementclient interactiondocumentationcoordinationresponsivenessteam collaboration
Certifications
technical degree in Computer Science