​This is a full-time, remote (United States) Technical Support Engineer I role at CivicPlus, a company focused on providing innovative software solutions for local government and the residents they serve. The analyst is responsible for providing exceptional front-line technical support across all CivicPlus products, handling issues via various channels, and advocating for product improvements based on customer feedback.

• ​Location: Remote, United States.
• ​Compensation: Estimated Salary Grade Range: $20 – $27 hourly (based on a 40-hour work week).
• ​Focus: Delivering world-class customer service and technical assistance, comprehensive documentation, escalation management, and serving as a product subject matter expert (SME).
• ​Visa/Authorization: Applicants must be authorized to work in the US; visa sponsorship is not provided.

​Key Responsibilities: Troubleshooting and Advocacy

​The role requires strong communication skills and a systematic approach to technical issue resolution, bridging the gap between customers and product engineering.

• ​Front-Line Support: Deliver exemplary front-line technical support and service to customers via email, support tickets, live chat, and phone calls.
• ​Troubleshooting & Documentation: Investigate, troubleshoot, and resolve customer issues, maintaining clear and user-friendly communication and comprehensive documentation using ticketing software.
• ​Escalation Management: Escalate unresolved issues to designated internal teams with detailed documentation.
• ​Issue Advocacy: Identify and escalate trending issues, actively advocating for the resolution of repetitive usability impediments by product engineering teams.
• ​Technical Review: Review and troubleshoot product / API integrations, compatibility, and end-to-end functionality.
• ​Expertise: Serve as a subject matter expert (SME) and contribute to product documentation for both internal staff and customers.
• ​Collaboration: Provide guidance and collaborate with internal departments to ensure successful outcomes and work diligently to achieve CivicPlus service level objectives (SLOs).

​Qualifications and Requirements

​The position seeks candidates with a foundation in relevant technologies and strong soft skills for customer interaction.

• ​Experience: Comparable experience is valued; a degree in relevant technologies is preferred.
• ​Core Skills: Proven ability to investigate, troubleshoot, and resolve technical issues.
• ​Soft Skills: Strong focus on clear, user-friendly communication, the ability to cultivate strong working relationships, and a diligent approach to documentation.