{"id":757,"date":"2025-12-08T14:32:26","date_gmt":"2025-12-08T14:32:26","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=757"},"modified":"2025-12-08T14:32:30","modified_gmt":"2025-12-08T14:32:30","slug":"technical-support-engineer-i-front-line-government-software-support","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/technical-support-engineer-i-front-line-government-software-support\/","title":{"rendered":"Technical Support Engineer I \u2013 Front-Line Government Software Support"},"content":{"rendered":"\n<p>\u200bThis is a full-time, <strong>remote (United States)<\/strong> <strong>Technical Support Engineer I<\/strong> 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 <strong>exceptional front-line technical support<\/strong> across all CivicPlus products, handling issues via various channels, and advocating for product improvements based on customer feedback.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Location:<\/strong> Remote, United States.<\/li>\n\n\n\n<li>\u200b<strong>Compensation:<\/strong> Estimated Salary Grade Range: <strong>$20 &#8211; $27 hourly<\/strong> (based on a 40-hour work week).<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> Delivering world-class customer service and technical assistance, comprehensive documentation, escalation management, and serving as a product subject matter expert (SME).<\/li>\n\n\n\n<li>\u200b<strong>Visa\/Authorization:<\/strong> Applicants <strong>must be authorized to work in the US<\/strong>; visa sponsorship is not provided.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u200bKey Responsibilities: Troubleshooting and Advocacy<\/h2>\n\n\n\n<p>\u200bThe role requires strong communication skills and a systematic approach to technical issue resolution, bridging the gap between customers and product engineering.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Front-Line Support:<\/strong> Deliver <strong>exemplary front-line technical support<\/strong> and service to customers via email, support tickets, live chat, and phone calls.<\/li>\n\n\n\n<li>\u200b<strong>Troubleshooting &amp; Documentation:<\/strong> Investigate, troubleshoot, and resolve customer issues, maintaining <strong>clear and user-friendly communication and comprehensive documentation<\/strong> using ticketing software.<\/li>\n\n\n\n<li>\u200b<strong>Escalation Management:<\/strong> <strong>Escalate unresolved issues<\/strong> to designated internal teams with detailed documentation.<\/li>\n\n\n\n<li>\u200b<strong>Issue Advocacy:<\/strong> <strong>Identify and escalate trending issues<\/strong>, actively <strong>advocating for the resolution of repetitive usability impediments<\/strong> by product engineering teams.<\/li>\n\n\n\n<li>\u200b<strong>Technical Review:<\/strong> <strong>Review and troubleshoot product \/ API integrations, compatibility, and end-to-end functionality<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Expertise:<\/strong> Serve as a <strong>subject matter expert (SME)<\/strong> and contribute to product documentation for both internal staff and customers.<\/li>\n\n\n\n<li>\u200b<strong>Collaboration:<\/strong> Provide guidance and collaborate with internal departments to ensure successful outcomes and work diligently to achieve CivicPlus <strong>service level objectives (SLOs)<\/strong>.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u200bQualifications and Requirements<\/h2>\n\n\n\n<p>\u200bThe position seeks candidates with a foundation in relevant technologies and strong soft skills for customer interaction.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Experience:<\/strong> Comparable experience is valued; a degree in relevant technologies is preferred.<\/li>\n\n\n\n<li>\u200b<strong>Core Skills:<\/strong> Proven ability to investigate, troubleshoot, and resolve technical issues.<\/li>\n\n\n\n<li>\u200b<strong>Soft Skills:<\/strong> Strong focus on clear, user-friendly communication, the ability to cultivate strong working relationships, and a diligent approach to documentation.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u200bThis 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[734,1098],"jobpost_job_type":[39],"jobpost_location":[1041],"jobpost_tag":[3504,94,3507,3506,3502,81,3505,3503,167],"class_list":["post-757","jobpost","type-jobpost","status-publish","hentry","jobpost_category-support-service","jobpost_category-technical-services","jobpost_job_type-remote","jobpost_location-united-states","jobpost_tag-api-integrations","jobpost_tag-customer-service","jobpost_tag-escalation-management-2","jobpost_tag-front-line-support","jobpost_tag-government-software","jobpost_tag-remote","jobpost_tag-service-level-objectives-slos","jobpost_tag-technical-support-engineer-i","jobpost_tag-troubleshooting"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/757","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=757"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=757"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=757"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=757"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=757"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}