Senior Technical Support Representative

Granicus

full-time

Posted on: 3/15/2026

Location Type: Remote

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About the role

Work with complete access to the company’s product experts and technical resources
Use state-of-the art technology tools and your unique problem-solving skills to help customers maximize their use of Granicus’ suite of products

Obtain and retain product knowledge for a wide variety of Granicus products
Assist Leadership team in daily duties including but not limited to: Phone queue availability, daily inbound queue monitoring, case assignments
Provide assistance in case escalations from TS team to management
Assist team members in more difficult cases
Monitor TSR cases as per the Quality Control Process
Own the customer experience as you provide quality product and technical solutions to help customers realize their goals utilizing our products and services
Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate software issues based on customer product use
Maintain and develop expert product knowledge for various Granicus products
Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs)
Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

troubleshootingcase managementquality controltest scenario creationsoftware issue investigation

Soft Skills

problem-solvingteamworkcollaborationcustomer experience managementcommunication