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Role Description

At Granicus, our Technical Support organization is at the core of our Customer Experience Services, providing expert technical and customer care support to ensure our clients can successfully leverage our technology solutions. We are passionate about troubleshooting, problem-solving, and addressing customer needs, ensuring they receive the highest level of service and value from our products. Our environment fosters continuous learning, technical excellence, and collaboration, enabling team members to grow their expertise and advance their careers within Granicus.

As a Technical Support Specialist, you bring advanced expertise across multiple solutions and products, with elevated access and tools that enable you to go beyond standard support activities. You play a critical role in the implementation and delivery of value-added services that contribute to the improvement, optimization, and evolution of complex systems already deployed. Your work extends into strategic and managed services, supporting new product launches, high-priority escalations, and enhanced government experience initiatives.

You partner closely with cross-functional teams—including Product, Engineering, and Customer Success—not only to prioritize product enhancements and fixes based on real-world impact, but also to help customers fully leverage the services and solutions they’ve invested in. By delivering proactive, solution-oriented outcomes, you drive long-term customer success, accelerate time to value, and contribute to continuous platform improvement.

Qualifications

• 3+ years in a technical support, help desk, or similar role (or Master of Science in a related field or equivalent experience).
• Experience with enterprise SaaS or web-hosted software and infrastructure troubleshooting.
• Proficient in analyzing issues across relational databases (MSSQL, Oracle, MySQL, PostgreSQL), networks, firewalls, and front-end web components.
• Proven track record providing support via phone, email, chat, and ticketing systems, meeting SLAs and maintaining high customer satisfaction.
• Familiarity with languages like JavaScript, PHP, C#. Basic scripting knowledge is a plus.
• Understanding of internet protocols, networking tools, firewalls, and cloud-hosting services (AWS, Azure, etc.).
• Basic understanding of APIs & agile SDLC.
• Committed to safeguarding data according to established security policies and best practices.

Requirements

• Own escalations from the Technical Support Reps team, applying deep product and technical expertise to resolve issues with minimal further escalation to Engineering.
• Perform thorough diagnostics, replicating complex environments and documenting findings for root-cause analysis.
• Deliver consistent, high-quality assistance across phone, email, chat, and ticketing platforms, remaining available for time-sensitive or advanced inquiries.
• Collaborate with leadership to ensure comprehensive queue coverage and adherence to SLAs, proactively communicating any potential bottlenecks or high-severity incidents.
• Track and prioritize your case backlog, balancing urgency with impact on customer success and compliance.
• Identify recurring technical issues or trends, propose process/product enhancements, and follow through on implementation where appropriate.
• Guide Tier 1 representatives and new hires by teaching advanced troubleshooting methods and best practices.
• Contribute to knowledge base articles, documentation, and training materials, enabling quicker, more consistent resolutions across the team.
• Work closely with Engineering on escalated bugs or feature requests, providing clear reproduction steps, logs, and root-cause details.
• Uphold Granicus’s information security standards by preserving the Confidentiality, Integrity, and Availability (CIA) of customer data and systems.
• Investigate and resolve customer complaints with minimal need for management intervention.
• Participate in after-hours or weekend rotations as needed, providing advanced troubleshooting expertise for critical escalations.

Benefits

• Remote-first company with a globally distributed workforce.
• Employee Resource Groups to encourage diverse voices.
• Coffee with Mark sessions for interaction with leadership.
• Communities focused on wellness, art, family, and more.