Technical Support Specialist
S
SimpliGovGovernment SaaS
US – RemoteFull-TimeMiddle
SalaryUSD 85000 - 85000 / year
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Job Details
- Experience
- 3-5+ years
- Required Skills
- SQLAzureRESTful APIsJSONPostmanGenerative AI
Requirements
- 3-5+ years of progressive technical experience in a software company.
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field—or equivalent combination of relevant education, certifications, and professional experience.
- Advanced troubleshooting and root cause analysis across SaaS applications, integrations, databases, cloud services, and logs.
- Proficiency using approved generative AI and AI-assisted development tools to support technical research, log analysis, SQL and PowerShell development, and API troubleshooting.
- Ability to critically evaluate and independently validate AI-generated technical recommendations, queries, scripts, and conclusions.
- Understanding of responsible AI practices, data privacy, and information security.
- Working knowledge of Azure, identity protocols, DNS, SSL/TLS, networking, and web application connectivity.
- Familiarity with APIs, data formats, Postman, and Jira Service Management.
- Demonstrated ability to explain complex technical concepts clearly to both technical and non-technical audiences.
Responsibilities
- Own escalated customer issues involving application behavior, data, workflows, integrations, authentication, connectivity, and performance.
- Use diagnostics, logs, and approved tools to investigate issues and execute support procedures.
- Reproduce issues, isolate causes, document findings, and determine resolution or escalation paths.
- Maintain complete and actionable case documentation in Jira Service Management and related support systems.
- Troubleshoot APIs, webhooks, and third-party integrations using standard support tools.
- Analyze telemetry using monitoring and diagnostics tools, including Azure Monitor, Application Insights, and Log Analytics.
- Partner with Engineering and Product to validate defects, assess customer impact, and track resolution.
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