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 detail-oriented and technically proficient support professional who thrives in a collaborative, customer-centric environment. They bring strong troubleshooting skills, a logical approach to problem-solving, and the ability to communicate clearly with both technical and non-technical audiences. This role requires a solid understanding of software configurations, web applications, scripting, databases, and internet protocols to resolve complex issues and deliver high-quality support.

As a key member of the Customer Support team, this individual serves as a subject matter expert for specific product suites, supports escalated cases, and contributes to documentation and training efforts. Adaptable and proactive, they help drive customer satisfaction and long-term value by partnering with internal teams and continuously improving support processes.

• 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

• 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

• 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.

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.