Technical Support Specialist

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.

​​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.  

•  Advanced Troubleshooting & Escalations
• 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.
• Advanced Troubleshooting & Escalations
• 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. 
• ​Multi-Channel Support & Real-Time Readiness
• 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. 
• ​Proactive Backlog & Case Management
• 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. 
• ​Mentorship & Knowledge-Sharing
• 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. 
• ​Collaboration with Product & Engineering
• Work closely with Engineering on escalated bugs or feature requests, providing clear reproduction steps, logs, and root-cause details.
• Proactively share customer feedback and insights to inform product roadmaps, partnering with Product teams for strategic feature development. 
• ​Security & Compliance 
• Uphold Granicus’s information security standards by preserving the Confidentiality, Integrity, and Availability (CIA) of customer data and systems. 
• Follow established security policies and best practices during troubleshooting, scripting, and database queries. 
• ​Quality Assurance & Process Improvement 
• Investigate and resolve customer complaints with minimal need for management intervention.
• Participate in refining case-handling workflows, championing continuous improvement within the Support organization. 
• ​24/7 On-Call Rotation
• Participate in after-hours or weekend rotations as needed, providing advanced troubleshooting expertise for critical escalations. 
• Serve as a key escalation point, ensuring urgent issues are addressed promptly or passed to senior engineers when required.​

• ​​Technical Aptitude & Experience 
• ​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. 
• ​Complex Problem-Solving 
• ​Proficient in analyzing issues across relational databases (MSSQL, Oracle, MySQL, PostgreSQL), networks, firewalls, and front-end web components. 
• ​Able to gather logs, replicate scenarios, and work toward clear root-cause identification. 
• ​Multi-Channel Support 
• ​Proven track record providing support via phone, email, chat, and ticketing systems, meeting SLAs and maintaining high customer satisfaction. 
• ​Skilled at handling real-time interactions effectively and professionally. 
• ​Scripting & Web Technologies 
• ​Familiarity with languages like JavaScript, PHP, C#. Basic scripting knowledge is a plus. 
• ​Networking & Cloud Fundamentals 
• ​Understanding of internet protocols, networking tools, firewalls, and cloud-hosting services (AWS, Azure, etc.). 
• ​Familiarity with monitoring tools (NewRelic, Pingdom, LogicMonitor) and troubleshooting network or host infrastructure. 
• ​API & Integration Knowledge 
• ​Basic understanding of APIs & agile SDLC. 
• ​Information Security Focus 
• ​Committed to safeguarding data according to established security policies and best practices. 
• ​Demonstrated conscientiousness in handling sensitive customer information or credentials.

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.

At Granicus, we offer a comprehensive and flexible benefits package designed to support your well-being, growth, and work-life balance.

Here’s what you can expect as a Costa Rica-based team member:

Flexibility & Balance

• 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.

Health & Wellness

• Private health, vision, dental and life insurance – Comprehensive coverage for you and your family.
  
• On-Demand Mental Health Support – Access to Headspace and other wellness tools.

Family

• Paid Parental Leave - For both birthing and non-birthing parents.

Growth & Recognition

• Online Learning Platforms – Fuel your professional development.
  
• Competitive Salary & Bonuses – Your contributions are valued and rewarded.