Technical Support Representative

About the role

As a Technical Support Representative at Granicus, you will serve as the resident expert on the Customer Support team, helping government agencies resolve complex technical issues across our cloud‑based software suite. You will work directly with high‑value clients, troubleshoot problems, and collaborate with engineering to deliver reliable solutions.

Key responsibilities

• Field complex and escalated issues for critical government clients.
• Document client cases, replicate problems, and drive resolutions while meeting SLA response times.
• Act as an escalation point for Customer Support Representatives and serve as the product subject‑matter expert for a specific suite.
• Partner with Engineering and product teams to resolve advanced technical problems and validate product bugs.
• Coordinate client troubleshooting sessions and produce clear documentation of findings.

Required profile

• Strong analytical mindset with the ability to follow logical troubleshooting steps.
• Excellent communication skills for interacting with government stakeholders.
• Ability to work independently and as part of a cross‑functional team.

Required skills

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

What we offer

• Opportunity to support mission‑driven government technology.
• Collaborative environment with a focus on customer success.
• Access to cutting‑edge GovTech solutions and professional growth.