Job Title: Technical Support Specialist
Employment Type: Regular, Full-time
Team: Customer Success
Reports to: Senior Manager, Customer Success
Location: US - Remote
Role Overview:
The Technical Support Specialist supports SimpliGov's SaaS platform while protecting the reliability, security, and integrity of customer environments. This role investigates complex technical issues, communicates clearly with customers and internal teams, and drives incidents through diagnosis, resolution, and root-cause documentation. Leveraging AI tools, this position continuously maximizes efficiency and effectiveness in operations and reporting.
The ideal candidate is customer-focused, technically curious, and security-minded, with the ability to partner across Support, Engineering, Product, Professional Services, and Customer Success to resolve issues, validate fixes, improve operations, and strengthen the customer experience.
Responsibilities:
Technical Support
- Own escalated customer issues involving application behavior, data, workflows, integrations, authentication, connectivity, and performance
- Proficiency using generative AI tools to accelerate technical research, troubleshooting, case analysis, and documentation.
- Ability to create clear, structured prompts that provide appropriate context, constraints, examples, and desired output formats.
- Experience using AI coding assistants to develop, explain, review, and troubleshoot SQL queries, PowerShell scripts, API requests, JSON, and XML.
- Ability to use AI to summarize logs, identify patterns, generate diagnostic hypotheses, and recommend investigation steps.
- Strong judgment in independently validating AI-generated queries, scripts, technical conclusions, and customer communications before use.
- Knowledge of secure and responsible AI practices, including protecting customer data, credentials, personally identifiable information, confidential information, and proprietary code.
- Familiarity with AI-assisted knowledge management, including drafting knowledge-base articles, incident summaries, root-cause analyses, and troubleshooting runbooks.
- Ability to evaluate new AI tools and identify responsible opportunities to improve support quality, response time, and operational efficiency.
- Understanding of prompt-injection risks and the need to treat untrusted customer content, documents, logs, and websites cautiously when using AI-enabled tools.
- Ability to explain AI-assisted findings clearly to technical and nontechnical audiences without overstating certainty.
- Use diagnostics, logs, and approved tools to investigate issues and execute support procedures
- Reproduce issues, isolate causes, document findings, and determine resolution or escalation paths
- Communicate timely, accurate updates to customers and internal stakeholders throughout the incident lifecycle
- Maintain complete and actionable case documentation in Jira Service Management and related support systems
- Troubleshoot customer identity and access configurations
- Diagnose certificate, networking, and web application connectivity issues across customer and SimpliGov environments
Integrations, APIs & Cloud Operations
- Troubleshoot APIs, webhooks, and third-party integrations using standard support tools
- Support cloud services related to identity, networking, monitoring, and application hosting
- Analyze telemetry using available monitoring and diagnostics tools, including Azure Monitor, Application Insights, and Log Analytics
- Research and resolve issues involving Microsoft 365, Microsoft Graph API, and other connected business applications
- Maintain safe, repeatable queries, scripts, and runbooks
Product Quality & Cross-Functional Collaboration
- Partner with Engineering and Product to validate defects, assess customer impact, and track resolution
- Test bug fixes and release candidates, confirm production outcomes, and communicate relevant changes to Support and customer-facing teams
- Collaborate with Professional Services and Customer Success on complex implementations, integrations, and customer environment issues
- Contribute to documentation, troubleshooting playbooks, and training
- Identify recurring support trends and recommend product or process improvements
- Produce reporting dashboards, trend analysis and executive reporting packages
Qualifications:
- 3-5+ years of progressive technical experience in a software company
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field-or equivalent combination of relevant education, certifications, and professional experience.
- Demonstrated track record of troubleshooting technical issues and explaining complex concepts clearly to both technical and non-technical audiences, internally and externally
- Ability to independently learn unfamiliar software platforms and business systems, and interpret technical documentation, system logs, API documentation, and vendor resources.
- Advanced troubleshooting and root cause analysis across SaaS applications, integrations, databases, cloud services, and logs
- Proficiency using approved generative AI and AI-assisted development tools to support technical research, log analysis, SQL and PowerShell development, API troubleshooting, case documentation, and knowledge creation.
- Ability to critically evaluate and independently validate AI-generated technical recommendations, queries, scripts, and conclusions before applying them in customer or production environments.
- Understanding of responsible AI practices, including data privacy, information security, appropriate handling of customer information, and compliance with organizational AI-use policies.
- Working knowledge of Azure, identity protocols, DNS, SSL/TLS, networking, and web application connectivity
- Familiarity with APIs, data formats, Postman, Jira Service Management, service desk operations, and enterprise software platforms
- Clear technical communication for case notes, customer updates, documentation, and internal guidance
- Strong customer focus, prioritization, cross-functional collaboration, and continuous improvement mindset
What We Offer:
- Medical, dental, and vision insurance plans, with significant employer contributions for employees AND dependents (contributions based on base-level plan; buyup plans available at additional costs)
- Company-sponsored life, short-term, and long-term disability insurance
- 401k plan with 4% employer match
- Monthly home office stipend
