Granicus India · 4 weeks ago
Technical Support Representative
United States
Full-time
Remote
Entry Level
1+ years expGranicus is a company focused on transforming the Govtech industry by implementing technology that connects governments with their constituents. The Technical Support Representative will provide high-quality support by troubleshooting complex issues, serving as a subject matter expert, and ensuring customer satisfaction.
Computer Software
Responsibilities
Field complex or escalated issues for high-value or critical clients
Work directly with clients to understand issues, document cases, and drive resolution
Uphold SLAs for responsiveness and resolution timelines
Serve as an escalation point and product SME for a designated product suite
Own technical issues and collaborate with Engineering and Product teams for resolution
Validate and document product bugs and expected behaviors
Coordinate troubleshooting sessions and provide written/verbal recaps
Resolve technical customer complaints independently
Participate in on-call support rotations
Maintain accurate case status in the ticket tracking system
Troubleshoot a range of issues from simple failures to complex, multi-factored problems
Qualification
Required
1–2 years of experience providing technical support for cloud-based software or services
Strong communication skills with the ability to de-escalate high-stress situations
Ability to explain complex technical issues to both experts and novices
Experience using ticketing systems such as Salesforce, JIRA or similar
Technical degree in Computer Science or equivalent work experience
Preferred
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
Company
Granicus India
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase