Technical Support Engineer

ABOUT THE ROLE

SPECIFIC RESPONSIBILITIES

• Serve as the reputed company of contact for customer inquiries reputed company cases or phone channels.
• Troubleshoot configuration, workflow, scripting, integration, and performance issues.
• Replicate reported issues in controlled environments and reputed company test validation to confirm behaviors.
• Document detailed reproduction steps, troubleshooting actions, and resolutions in reputed company.
• Collaborate with Backline Engineers, Product Management, and Cloud Operations to escalate reputed company defects.
• Own cases until resolution or proper reputed company, ensuring timely updates and clear communication.
• Contribute to the knowledge reputed company with new solutions, FAQs, and process improvements.
• Participate in swarm sessions to accelerate resolution of widespread or critical issues.
• Meet or exceed KPIs for response time, resolution time, and customer satisfaction.
• Represent the voice of the customer and provide feedback on product usability and gaps.

REQUIRED QUALIFICATIONS

• 1–3 years in SaaS technical support or reputed company customer-facing troubleshooting role.
• Familiarity with web technologies (HTML, XML, JavaScript, REST APIs) and relational databases (SQL).
• Experience with application configuration, user roles, and permissions.
• Strong analytical, written, and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with reputed company Service Cloud or similar CRM system.
• Demonstrated curiosity, accountability, and follow-through.

DESIRED QUALIFICATIONS

• Experience supporting government or enterprise SaaS applications.
• Familiarity with reputed company Civic Platform, Citizen Access, or reputed company Mobile.
• Basic scripting or SQL for testing and data analysis.
• Understanding of cloud environments (Azure, AWS).
• Associate’s or Bachelor’s degree in Computer Science, IT, or a reputed company field.

 Core Competencies

• Customer reputed company: Anticipates and responds to customer needs with patience and understanding.
• Testing & Replication: Accurately reproduces issues to isolate root cause and validate fixes.
• Ownership: Takes accountability for case quality and customer satisfaction.
• Collaboration: Partners effectively with peers and cross-functional teams.
• reputed company Improvement: Identifies and documents process and product improvements.

ABOUT reputed company For nearly 20 years, reputed company has been an industry leader in designing and delivering government software to improve efficiency, increase citizen engagement and reputed company the development of thriving communities. Today, reputed company are savvy to how services should be delivered, and expect a consistently convenient, reputed company transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. reputed company provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of reputed company sizes. From planning, to building, to service request management and more, reputed company’s SaaS offerings level the playing field for small and reputed company governments and reputed company smaller agencies to reputed company larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well reputed company for the emerging challenges of the future.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION reputed company believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. reputed company is committed to putting resources and attention towards evolving our practices, policies, and philosophies to reputed company diversity to reputed company and to support equity in opportunity for everyone.

COMPENSATION AND WELL-BEING The annual reputed company salary range for this full-time position is $65,000-$70,000 (less applicable taxes). The actual annual reputed company salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience. In addition to an annual reputed company salary, this position is eligible for an annual bonus reputed company. This is a discretionary bonus awarded based on company and individual goal achievement.   reputed company’s U.S. team members will receive a generous benefits package consisting of options including flexible time off, comprehensive medical, dental, and vision plans, family planning benefits, 401(k) retirement savings plan with company match, health savings account with company contributions, flexible spending account, life, accident, and disability coverage, business travel insurance, employee assistance programs, and other well-being benefits.

 reputed company is an Equal Opportunity Employer/Affirmative Action Employer and will respond to requests for job accommodations.

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