Product Support Specialist

Product Support Specialist

Authorium's customers are seasoned government executives, on the cutting edge and deeply committed to innovating complex, manual document processes such as procurement, budgeting, grants and more. We are looking for an experienced Product Support Specialist to troubleshoot and resolve issues affecting customers' use of the Authorium platform. In this role, you'll help ensure government agencies can deliver critical services effectively while advancing their operational innovation.

What You'll Do

• Customer Support Excellence: Break down complex customer questions into manageable pieces, dive into the Authorium platform to find the answers to those questions, and craft concise and friendly responses.
• Product Enablement: Work with our Product, Engineering, and Education teams to ensure our product documentation and examples are up-to-date and accurate.
• Feedback Aggregation: Collect user feedback and turn it into actionable next steps for Product & Engineering
• Incident Support: Participate in regular rotations for weekday and on-call coverage, providing emergency support to enterprise customers, and working with Product & Engineering teams to coordinate incident relief, resolution, and communications.
• Proactive Solutions: Work on ticket deflection projects and proactive support motions to eliminate common ticket trends.

Requirements

Knowledge & Experience

The Product Support Specialist requires a combination of high customer empathy and communication, technical curiosity, and technical acumen.

• Technical Curiosity
  • Applies analytical reasoning and critical thinking skills to technical troubleshooting.
  • Possesses a passion for exploring new technologies and problem-solving in dynamic environments.
  • Thrives in an environment where their work has impact and high visibility.
• Customer Communication and Empathy
  • Exemplary written communication and technical writing skills
  • Experience advocating for customers by proactively identifying problems and suggesting creative solutions to update processes to benefit the customer experience
  • Demonstrates experience with providing high-touch customer support over email and in live settings
• Technical Acumen
  • Depth in providing technical support and usage of modern software systems Engineering or Software Engineering
  • Experience in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and issue resolution
  • Experience working with engineering and product teams as part of the software development process, maintaining a backlog, managing prioritization and criticality definitions, and aligning them to internal and external SLAs
  • Preferred: experience with low-code or workflow tools
  • Experience working with engineering and product teams as part of the software development process

Personal Attributes

• Strong decision-making skills, quick to take ownership, and skilled in cross-functional coordination with other stakeholders and colleagues.
• Has a sense of urgency and finds the most efficient way to move forward on a given task or effort.
• Displays excellent listening, interpersonal, written and oral communication skills.
• Naturally curious, eager to learn and proactive in sharing knowledge with others.
• Effectively prioritizes and executes tasks while under pressure
• Demonstrates a high EQ, often described as the best collaborator and go-to person on a team
• Process-oriented with an automation/efficiency mindset
• Comfortable navigating ambiguity and thriving in a rapidly evolving startup environment.
• Values the mission of Authorium. Shares Authorium's commitment to improving government operations and actively contributes to that mission.
• San Francisco or Washington DC Based: Energized by an in-office (Monday-Thursday) collaborative culture.

Benefits

• Salary Range: $78,000-$90,000
• 100% benefits coverage for employee
• 401K Profit Share plan
• Flexible PTO
• Home office stipend
• Comprehensive wellness benefits
• Commuter stipend for hybrid roles

Why Join Authorium?

Join a team that's passionate about driving innovation in government processes. At Authorium, you'll have the opportunity to make a meaningful impact while working alongside a supportive and dynamic team.