Technical Support Representative

About the role

Granicus is seeking a Technical Support Representative to join its Customer Support team. The role focuses on troubleshooting, resolving, and documenting complex technical issues for government clients using Granicus cloud‑based solutions.

Key responsibilities

• Field complex and escalated issues for high‑value or critical clients.
• Work directly with clients to understand problems, document cases, and drive resolutions.
• Uphold service‑level agreements (SLAs) for response and resolution times.
• Serve as an escalation point for Support Representatives and act as the product subject‑matter expert for a specific suite.
• Own technical issues, collaborating with Engineering and Product teams to resolve advanced problems.
• Validate and document product bugs, providing expected behavior for fixes.
• Coordinate troubleshooting sessions, set up client meetings, and produce written documentation.

Required profile

• Resident expert on the Customer Support team with strong analytical and problem‑solving abilities.
• Experience handling high‑stakes client interactions and maintaining a customer‑focused environment.
• Ability to work independently, take ownership of issues, and communicate technical details clearly.

Required skills

• Software configuration
• Online payment system integration
• Relational databases
• Scripting
• Web applications
• Networking
• Internet communication protocols

What we offer

• Opportunity to work with leading GovTech solutions used by thousands of agencies worldwide.
• Collaborative environment with engineering and product teams.
• Professional growth in a fast‑growing technology company.