Technical Support Representative

About the role

Granicus is seeking a Technical Support Representative to join its Customer Support team. The role focuses on delivering high‑quality technical assistance for Granicus software services used by government agencies, ensuring issues are resolved efficiently and customers remain satisfied.

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 SLA response times for individual cases.
• Serve as an escalation point for Customer Support Representatives and act as the product subject‑matter expert for a specific product suite.
• Own technical issues, collaborating with Engineering and product groups to resolve advanced problems.
• Validate and document product bugs, outlining expected behavior for fixes.
• Coordinate troubleshooting sessions and produce written documentation as needed.

Required profile

• Resident expert on software configurations, online payment integrations, relational databases, scripting, web applications, networks, and internet communication protocols.
• Strong analytical skills to identify, replicate, and isolate technical issues.
• Excellent communication abilities to interact with government clients and internal teams.
• Experience handling escalations and working in a customer‑focused environment.

Required skills

• Software configuration knowledge
• Online payment system integration
• Relational database familiarity
• Scripting proficiency
• Web application troubleshooting
• Network fundamentals
• Internet communication protocols (e.g., HTTP, TCP/IP)