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Granicus

Technical Support Representative

Granicus

. Field complex/escalated issues for critical clients .

Posted 5/13/2026full-timeRemote • 🇺🇸 United StatesJuniorWebsite

Tech Stack

Tools & technologies
CloudPostgres

About the role

Key responsibilities & impact
  • Field complex/escalated issues for critical clients
  • Work directly with clients to understand technical issues and document cases
  • Uphold SLA’s regarding responsiveness
  • Serve as an escalation point for Customer Support Representatives
  • Coordinate teams and set up client troubleshooting sessions
  • Resolve escalated customer complaints without managerial intervention
  • Train more junior members on software and processes
  • Update the ticket tracking system and create knowledge base articles

Requirements

What you’ll need
  • 1 year experience providing technical support for cloud-based software or services
  • Strong client communication skills
  • Ability to convey complex technical issues to diverse audiences
  • Familiarity with ticketing systems such as Zendesk, JIRA, Salesforce
  • Technical degree in Computer Science or equivalent experience (2+ yrs.)
  • Relational database experience (MSSQL & PostgreSQL preferred)
  • Experience with administering Windows desktops, servers, and embedded systems (good to have)

Benefits

Comp & perks
  • Remote-first work culture
  • Employee Resource Groups to encourage diverse voices
  • Mental health and work-life balance support through sessions with the CEO
  • Community groups focused on wellness, art, family, and parenting
  • Opportunities to create Knowledge Base articles and expand support knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
technical supportcloud-based softwarerelational databasesMSSQLPostgreSQLWindows administrationticketing systemsZendeskJIRASalesforce
Soft Skills
client communicationproblem-solvingtrainingescalation managementteam coordinationdocumentationresponsivenessinterpersonal skillstechnical issue conveyancecustomer service
Certifications
technical degree in Computer Science