Technical Support Engineer III

Description

Your Impact

This role keeps customers moving by providing top level technical support, troubleshooting, and clear documentation across CivicPlus products and integrations. You will also train and mentor colleagues, lead projects, and bring recurring issues to the teams that can resolve them. Your work helps ensure successful outcomes for the customers we serve.

About CivicPlus

At CivicPlus, we strive to bring our company vision to life through innovation and collaboration. Supported by approachable leadership and transparent communication, we're empowered to make an impact on local government and the residents they serve. Grow your career alongside great people, where authenticity is welcome, successes are celebrated, and potential is nurtured.

What You'll Do

As a Technical Support Engineer III, you will:

• Provide top level technical support, service, mentorship, and training.
• Investigate, troubleshoot, and resolve customer issues with clear communication and thorough documentation.
• Record all customer interactions with relevant details in ticketing software.
• Build strong, effective working relationships with colleagues and customers.
• Manage complex issues through in depth research, documentation, escalation, and collaboration with internal engineering teams.
• Identify and advocate for trending issues, working with other teams to address high impact problems.
• Expand your product knowledge across multiple CivicPlus products and integrations.
• Serve as a subject matter expert.
• Lead documentation on products, troubleshooting, and process best practices for staff and customers.
• Consistently meet or exceed CivicPlus service level targets.
• Train and mentor employees on troubleshooting, business processes, and product knowledge.
• Lead and manage projects to ensure successful customer outcomes.

What We're Looking For

We know that excellent candidates come from diverse backgrounds. Even if you don't meet 100% of the listed requirements, we encourage you to apply!

Preferred Qualifications:

• Exceptional interpersonal skills and a proactive, self driven approach to solving problems independently.
• Highly collaborative, with the ability to influence teams across the organization and build cooperation that drives shared success.
• Strong written and verbal communication skills that make technical information clear and create positive customer interactions.
• Demonstrated proficiency in HTML, CSS, JavaScript, and SQL to troubleshoot and solve problems efficiently.
• A customer focused mindset that anticipates needs and concerns and ensures a positive support experience.
• Strong organizational skills to manage multiple projects and deadlines through effective prioritization.
• A drive to keep improving through training, personal growth, and feedback.
• Technology degree or equivalent experience.
• Ability to work through ambiguity with resilience and adaptability.
• AI-forward mindset with a demonstrated ability to leverage AI tools to improve productivity, decision-making, and work quality.
• Demonstrated ability to effectively use AI tools to enhance productivity and outcomes.

Why CivicPlus?

This role offers:

• The chance to grow into a subject matter expert across multiple CivicPlus products and integrations.
• The opportunity to lead documentation and process best practices that shape how staff and customers work with our products.
• A path to mentor and train teammates while leading projects that drive customer success.
• Partnership with engineering and other teams to get the issues that matter most resolved.

Compensation and Benefits

• Estimated Salary Grade: $26.00 - $36.39
  • The Anticipated Hiring Range: $27.00 - $30.00
  • The actual offer will carefully consider a wide range of factors, including your skills, qualifications, experience and is based on a 40-hour work week.
• Benefits: Comprehensive health insurance, dental insurance, vision insurance, Flexible Time Off, 401(k) plan, and more.

Our Hiring Process

1. Introductory call with Talent Acquisition
2. Interview with the Hiring Manager
3. Panel Interview with CivicPlus team members, including an interview project activity
4. Offer

Note: The process may vary slightly depending on the role.

Additional Information

• CivicPlus is currently unable to provide visa sponsorship for this position now or in the future. Applicants must be authorized to work in the US.
• We encourage you to apply as soon as possible, as applications will be reviewed on a rolling basis, and the posting may close earlier at the discretion of the Talent Acquisition team.
• At CivicPlus, we embrace AI and automation as tools that help people work smarter, move faster, and focus on higher-value work that strengthens communities. We encourage thoughtful, responsible use of technology to improve efficiency, support innovation, and enhance the employee and customer experience-while keeping human judgment, collaboration, and accountability at the center of what we do.

Equal Opportunity Commitment

CivicPlus is proud to be an Equal Employment Opportunity employer. We celebrate and support diversity for the benefit of our employees, products, clients, and communities. Reasonable accommodations are available during the interview process.