Technical Support Specialist
New
S
SimpliGovSaaS, Government Tech
US – RemoteFull-TimeMiddle
SalaryUSD 85000 - 85000 / year
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Job Details
- Experience
- 3-5+ years
- Required Skills
- SQLAzureRESTful APIsNetworkingJSONSaaSPostman
Requirements
- 3-5+ years of progressive technical experience in a software company.
- Bachelor’s degree in IT, Computer Science, Information Systems, or equivalent experience.
- Demonstrated track record of troubleshooting technical issues and explaining complex concepts to diverse audiences.
- Advanced troubleshooting and root cause analysis across SaaS, databases, and cloud services.
- Proficiency using AI-assisted development tools for SQL, PowerShell, and API troubleshooting.
- Ability to independently validate AI-generated technical recommendations and queries.
- Understanding of responsible AI practices, data privacy, and information security.
- Working knowledge of Azure, identity protocols, DNS, SSL/TLS, and networking.
- Familiarity with Postman, Jira Service Management, and enterprise software platforms.
- Strong customer focus and ability to learn unfamiliar software platforms independently.
Responsibilities
- Own escalated customer issues involving application behavior, data, workflows, integrations, authentication, and performance.
- Utilize generative AI tools for technical research, troubleshooting, case analysis, and documentation.
- Use diagnostics, logs, and approved tools to investigate issues and execute support procedures.
- Communicate timely, accurate updates to customers and internal stakeholders throughout the incident lifecycle.
- Maintain actionable case documentation in Jira Service Management.
- Troubleshoot APIs, webhooks, third-party integrations, and cloud services.
- Partner with Engineering and Product to validate defects and track resolutions.
- Contribute to documentation, troubleshooting playbooks, and training materials.
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