Technical Support Representative

Job Summary 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. What Your Impact Will Look Like 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 You Will Love This Job If You Have 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 Good to have but not mandatory if 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. 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. #J-18808-Ljbffr