Senior Technical Support Representative jobs in United States
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Granicus · 1 month ago

Senior Technical Support Representative

positionUnited States
timeFull-time
remoteRemote
senioritySenior Level

Granicus is a company focused on transforming the Govtech industry by connecting governments with their constituents. The Senior Technical Support Representative will provide technical solutions and support to customers, ensuring a high-quality experience while managing product knowledge and team collaboration.

Cloud ComputingCollaborationEnterprise SoftwareGovTechSoftwareVideo Streaming
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H1B Sponsor Likelynote

Responsibilities

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
Contribute to 24/7/365 on-call support
Be part of a fast-growing, positive company that contributes to helping more people live better lives
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 our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies

Qualification

Technical troubleshootingProduct knowledgeCustomer experience managementCase escalation handlingService Level Agreements (SLAs)Quality control processTeam collaborationProblem-solving skills

Required

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
Contribute to 24/7/365 on-call support
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 our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies

Benefits

Flexible Time Off – Take the time you need to rest, recharge, and live your life.
Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
Work From Home Reimbursement – Support a productive home office environment.
Private health, vision, dental and life insurance – 100% Employer-Paid. Comprehensive coverage for you and your family.
On-Demand Mental Health Support – Access to Headspace and other wellness tools.
Pension Plan and Retirement options.
Online Learning Platforms – Fuel your professional development.
Competitive Salary & Bonuses – Your contributions are valued and rewarded.

Company

Granicus

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Granicus provides technology that empowers government organizations to create better lives for the people they serve.
dateFounded in 1999
location
Denver, Colorado, USA
people-size1001-5000 employees
web-link
http://www.granicus.com

H1B Sponsorship

Granicus has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2023 (2)
2022 (3)
2020 (3)

Funding

Current Stage
Late Stage
Total Funding
$10.3M
Key Investors
JMI Equity
2020-12-17Private Equity
2016-08-19Acquired
2014-09-01Private Equity

Leadership Team

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Mark Hynes
CEO
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Jordan Copland
Chief Financial Officer
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Recent News

News is my Business
Granicus showcases Puerto Rico tech talent through student program
2025-11-08
Government Technology US
Granicus Buys Constituent Management Tech Provider Indigov
2025-10-24
Granicus
Granicus acquires Indigov, expands Government Experience Cloud with advanced constituent management
2025-10-23
Company data provided by crunchbase