Technical Support Specialist

New

SimpliGovSaaS, GovTech

US - RemoteFull-TimeMiddle

Salary85,000 USD per year

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Job Details

3-5+ years of progressive technical experience in a software company.
Bachelor’s degree in IT, Computer Science, Information Systems, or equivalent experience.
Advanced troubleshooting and root cause analysis skills for SaaS applications, integrations, and cloud services.
Proficiency in using generative AI for technical research, log analysis, and code development (SQL, PowerShell).
Working knowledge of Azure, identity protocols, DNS, SSL/TLS, and networking.
Familiarity with APIs, data formats, Postman, and Jira Service Management.
Ability to critically evaluate and validate AI-generated technical recommendations.
Understanding of responsible AI practices, data privacy, and information security.
Strong technical communication skills for both internal and customer-facing interactions.
Ability to independently learn unfamiliar software platforms and interpret technical documentation.

Manage escalated customer issues concerning application behavior, data, workflows, integrations, and authentication.
Leverage generative AI tools to accelerate technical research, troubleshooting, and case analysis.
Execute support procedures using diagnostics and logs to isolate causes and determine resolution paths.
Maintain complete case documentation in Jira Service Management.
Diagnose certificate, networking, and web application connectivity issues.
Troubleshoot APIs, webhooks, and third-party integrations.
Analyze telemetry using tools such as Azure Monitor, Application Insights, and Log Analytics.
Partner with Engineering and Product to validate defects and track resolutions.
Collaborate with Professional Services and Customer Success on complex implementations.

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