Technical Support Specialist

Responsibilities

• Provide customer technical support via omnichannel interactions including Phone, Chat, Web, and Email
• Utilize Salesforce Service Cloud for case management and documentation
• Independently assess, prioritize, and triage incoming cases for severity and urgency
• Perform research and troubleshooting to determine if incidents are known issues or defects
• Replicate incidents and document steps to reproduce
• Provide technical guidance and software training to customers and internal teams
• Contribute to the internal knowledge base
• Utilize AI tools to improve service speed and quality

Requirements

• Experience troubleshooting SQL, Data Management, GIS, ETLWorks pipelines, and API data failures
• Strong technical aptitude for complex problem solving
• Excellent written and verbal communication skills
• Ability to develop and maintain clear technical documentation
• Strong organizational and time-management skills
• Ability to work specific shifts and participate in rotating on-call support
• Experience or interest in using AI

Preferred Qualifications

• Technical degree, preferably in Computer Science

Benefits

• Comprehensive healthcare options for individuals and families
• Flexible vacation policy and paid company holidays
• 401(k) with company match
• Paid parental leave, wellness stipends, and HSA contributions
• Professional development and growth opportunities

About the Company

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S., helping over 2,000 agencies operate efficiently and strengthen public trust.