Technical Customer Support Representative

Technical Customer Support Representative

PublicInput develops and supports Software-as-a-Service (Saas) solutions designed for government agencies and their consultant partners to facilitate and manage better communication with the public. Based in Raleigh, NC, the company was founded with a vision to access and elevate historically underrepresented communities in the municipal and state planning process, while simultaneously streamlining cumbersome administrative work that so often prevents equitable outcomes. With a shared background in planning consulting, the company's co-founders believe that technology can play a key role in making government more responsive and representative of communities' broadest needs.

PublicInput is driven by the idea that "life is all about the people you meet and the things you create with them." We are privileged to work with exceptionally talented colleagues to create a meaningful change for governments and society. PublicInput's mission is to enable collaborative democracy through technology. This means creating systems that allow governments to build relationships with their community through more reliable communication, lowered barriers to participation, and data analytics to understand what they're hearing. That is why we work hard to be the experienced and empathetic innovation partner that state and local governments deserve, while building an exceptional team and company.

About The Role & You:

PublicInput is seeking a Technical Customer Support Representative to serve as the front line of the customer experience. This role is responsible for managing inbound support requests, guiding customers through platform usage, and ensuring timely, effective resolution of issues. This position combines general support responsibilities with support for time-sensitive customer workflows, including live or scheduled events. You will work closely with Tier 2 Support, Customer Success, and Implementation to ensure customers are supported before, during, and after key moments. This role requires strong communication, sound judgement, and the ability to operate calmly in both routine and high-priority situations, with a primary focus on supporting customers during Pacific Time Zone business hours.

What You Will Do:

• Manage inbound customer support requests via chat, email, and screenshare, ensuring timely and professional responses
• Troubleshoot platform usage, configuration questions, and basic technical issues
• Support customers in preparing for and executing time-sensitive workflows, including live or scheduled events
• Provide real-time assistance when needed for high-priority customer scenarios
• Identify, document, and escalate bugs or complex issues to Tier 2 with clear and actionable context
• Collaborate with Customer Success Managers and Implementation teams on complex or high-visibility accounts
• Maintain accurate documentation of issues, feature requests, and edge cases
• Contribute to internal knowledge base and support documentation
• Identify opportunities to help customers better utilize the platform and improve their outcomes

Skills and Experience:

Professional Qualifications

• 2-4 years of experience in customer support, customer success, or similar role (SaaS preferred)
• Demonstrated ability to independently troubleshoot and resolve moderately complex issues (permissions, data structures, integrations, configuration issues)
• Experience managing a support queue with competing priorities, including time-sensitive or live customer workflows.
• Comfortable investigating issues across systems (e.g., admin settings, browser behavior, basic API responses, logs) to identify root cause
• Experience documenting bugs clearly and collaborating with engineering teams using tools like Azure DevOps (or similar)
• Familiarity with tools such as Intercom, Slack, and ticketing/workflow systems
• Experience supporting or interacting with enterprise or high-touch customers is a plus

Personal Qualifications

• Strong communicator who can clearly guide non-technical users
• Demonstrated ability to navigate complex or ambiguous customer scenarios and drive them toward resolution
• Calm and reliable in time-sensitive or high-pressure situations
• Curious and proactive problem solver
• Highly organized with strong attention to detail
• Good judgement in determining when to resolve independently vs. escalate

Additional Requirements

• Ability to work Pacific Time Zone hours on a consistent basis
• Comfortable supporting time-sensitive customer needs, including real-time or scheduled events, with occasional after-hours availability

Compensation

This role pays a market-competitive base salary and is eligible to participate in the company's annual bonus plan. You may also be eligible for our equity incentive program that awards high-performing employees on an annual basis. These option grants are awarded at the CEO's discretion to acknowledge employees who have made significant contributions to achieving our goals.

Benefits

• Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance.
• Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan that covers 100% of your medical premiums or up to $800 per month for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family.
• HSA Contribution: PublicInput will contribute annually (spread over each month) to an employee's Health Savings Account (HSA).
• Pre-tax 401 (k): The company provides access to make pre-tax contributions to a 401 (k) plan, and will match 50 cents on the dollar up to 6% of an employee's base salary

Company Culture

Our offices are based out of Raleigh Founded in the Glenwood South neighborhood of Downtown Raleigh. We're fortunate to be surrounded by fellow social entrepreneurs and high-growth companies. Glenwood South contains a multitude of restaurants, bars, unique shops, and art galleries.

The Legal Bits

PublicInput is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by law. As a condition of employment, you are required to sign and comply with an Employee Confidential Information Invention Assignment Agreement that requires, among other provisions, the assignment of rights to any invention made during your employment at the Company, and non-disclosure of Company proprietary information. All company offers are contingent upon the completion of a criminal background check. Your employment is at-will, and either you or we may terminate your employment at any time, with or without notice.

Diversity, Equity, and Inclusion

PublicInput celebrates all people and is committed to working actively towards equity and accessibility for everyone. We believe society is strongest when everyone is listened to, respected, valued, and able to contribute to the decision-making process, regardless of race, sex, ethnicity, national origin, religious faith, disability status, sexual orientation, or gender identity. We seek talented individuals whose skills and experiences can help us transform the way government and communities work together. We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all areas of our company.