Technical Support Representative, Tier 2

The Company 

Serving the People Who Serve the People 

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe. 

Want to know more? See more of what we do here.

The Technical Support Specialist is a detective whose knowledge of relational databases, scripting, web applications, networks and general knowledge of internet communication protocols provides a valuable insight for solving problems. They are responsible for providing high-quality technical support for the Granicus software services we provide to the government and public.

This person will also work on other scripting and documentation projects as required. The Technical Support Specialist team partners with the Technical Support, Tier 1 team in maintaining a “Customer Focused” environment, partnering with our stakeholders to achieve the highest customer lifetime value and satisfaction.

What your impact will look like:

• Owning case escalations from Technical Support Tier 1 team.
• 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.
• Taking ownership of technical issues and working with other Engineering groups to resolve more advanced issues when necessary.
• Resolving escalated customer complaints without the need for team lead intervention.
• Documenting troubleshooting and problem resolution steps.
• 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.
• Interact with customers to assist in understanding and resolving issues.

You will love this job if:

• You have a technical degree in Computer Science or related field or equivalent experience (2+ yrs.).
• You have an enthusiastic approach to problem-solving.
• You understand enterprise SaaS or web-hosted software experience.
• You understand front-end web development.
• You understand web site management.
• You understand networks, network tools, firewalls, appliances and protocols
• You have relational database experience (MSSQL/Oracle/MySQL/PostgreSQL/etc.).
• You have familiarity with languages JavaScript, PHP, C# or angular.
• You have knowledge of monitoring tools like NewRelic, Pingdom, and LogicMonitor.
• You have experience troubleshooting network & host infrastructure.
• You have familiarity with cloud hosting services (AWS/Azure/etc.).
• You have familiarity with API’s using SOAP & REST calls.
• You have a technical understanding of agile SDLC.
• You’ve used ticketing systems such as Salesforce, JIRA or a bug tracking system.
• English - fluent level, other languages considered an asset. Excellent communication skills, both verbal and written.
• Ability to work remotely in a dedicated space with privacy, with minimum supervision, and prioritize and manage time effectively.

Security and Privacy Requirements

• 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.