Technical Support Engineer II

Description

Your Impact

As a Technical Support Engineer II, you will deliver high-quality technical support across CivicPlus products and help create a support experience that is clear, responsive, and solution-oriented. This role combines customer-facing problem solving with deeper technical investigation so customers can resolve complex issues quickly and confidently.

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

• Provide exceptional technical support and service directly to customers through email, live chat, and phone.
• Investigate, troubleshoot, and resolve customer issues with clear communication and thorough documentation.
• Maintain detailed internal records of customer interactions using ticketing software.
• Cultivate strong relationships with colleagues and customers to support long-term success.
• Analyze system logs, SQL queries, API interactions, and error reports to diagnose and resolve complex technical issues across integrated products.
• Use scripting languages such as Python, PowerShell, or Bash to automate troubleshooting tasks and improve efficiency.
• Identify trends in technical issues and drive process improvements through proactive solutions.
• Escalate unresolved issues with comprehensive documentation to designated internal teams.
• Identify recurring issues and partner with product engineering teams to support resolution.
• Collaborate with internal departments to help ensure customer success.
• Demonstrate deep product knowledge and familiarity with CivicPlus processes.
• Contribute as a subject matter expert to internal and customer-facing training documentation.
• Consistently achieve or exceed service level targets.
• Improve efficiency in workload management and support team operations.
• Mentor new employees in troubleshooting, business processes, and product knowledge.

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!

• Strong interpersonal skills and a proactive, self-starting attitude.
• Excellent written and verbal communication skills.
• Technical proficiency in HTML, CSS, and JavaScript.
• Proficiency in SQL database systems.
• A customer-centric approach with the ability to anticipate needs and concerns.
• Strong time management skills with the ability to prioritize tasks and deadlines.
• A commitment to continuous improvement through training and personal development.
• Bachelor's degree in Information Systems Technology or equivalent experience.
• The ability to thrive in ambiguous situations.
• 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

• Solve meaningful, high-impact technical challenges across CivicPlus products, helping local government customers succeed every day.
• Build deep technical expertise by troubleshooting complex issues involving integrations, APIs, SQL, system logs, and scripting.
• Influence how support is delivered by identifying issue trends, improving processes, and driving proactive solutions.
• Grow your career on a collaborative team where you can mentor others, expand product knowledge, and become a trusted technical expert.

Compensation and benefits

Estimated Salary Grade Range: $22.79 - $31.44 per hour

• • Anticipated Hiring Range: $24.00-$27.00 per hour
  • The actual salary 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

• Introductory call with Talent Acquisition
• Interview with the Hiring Manager
• Panel Interview with CivicPlus team members, including an interview project activity
• 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.
• This position will remain open until August 3, 2026. 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.

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.