Senior Technical Support Representative

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 its constituents together. We are on a mission to support our customers with 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 power an unmatched Subscriber Network that use 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 ideal candidate is a technically proficient and customer-focused professional who thrives in collaborative, fast-paced environments. They demonstrate strong problem-solving skills, a deep understanding of Granicus products, and a commitment to delivering high-quality support experiences. Adaptable and open to change, they embrace evolving technologies and processes, contributing to continuous improvement and innovation. This individual is comfortable mentoring peers, managing multiple priorities, and supporting 24/7 operations to ensure service excellence.

Knowledge/Skills/Abilities

• Learn and apply comprehensive and advanced product knowledge across a wide range of Granicus solutions.
• Support leadership with daily operational tasks including queue monitoring and case assignment.
• Assist in case escalations and provide guidance on high-complexity issues.
• Monitor case quality and contribute to process improvements.
• Deliver high-quality technical solutions that help customers achieve their goals.
• Troubleshoot issues, create test scenarios, and investigate software behavior.
• Manage customer tickets in alignment with SLAs.
• Collaborate across teams to enhance product efficiency and customer experience.
• Participate in 24/7/365 on-call support rotations.

• 3+ years in technical support or a related role (or equivalent education/experience).
• Experience with enterprise SaaS, web-hosted software, and infrastructure troubleshooting.
• Demonstrates high-level product knowledge with experience across multiple Granicus solutions or equivalent SaaS platforms, and the ability to clearly communicate technical concepts to diverse audiences.
• Proven ability to deliver high-quality support across multiple channels while adapting to shifting priorities and maintaining service excellence.
• Ability to communicate professionally, empathetically, and effectively with diverse customer profiles
• Skilled in troubleshooting diverse issues, replicating customer environments, and documenting findings
• Experience training or coaching junior support staff
• Comfortable contributing to cross-functional projects that enhance efficiency and customer experience

Ideal Candidate Also Has Experience With:

• Web technologies (HTML, CSS, basic scripting)
• Troubleshooting applications and server hardware (Windows Server 2008/2012, networking basics)
• Digital communications and audio/video technologies
• Help desk and ticketing software (Salesforce, JIRA, etc.)

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!

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.

The Team

• We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

• At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be
  a part of our journey.
• A few culture highlights include – Employee Resource Groups to encourage diverse voices
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and
  sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee
  population
  
  

The Impact

• We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.