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Technical Support RepresentativeGranicus India • New York, New York, United States
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Technical Support Representative

Granicus India
  • US
    New York, New York, United States
  • US
    New York, New York, United States
Postuler Maintenant

À propos

Job Summary The ideal candidate is a detail-oriented and technically proficient support professional who thrives in a collaborative, customer-centric environment. They bring strong troubleshooting skills, a logical approach to problem-solving, and the ability to communicate clearly with both technical and non-technical audiences. This role requires a solid understanding of software configurations, web applications, scripting, databases, and internet protocols to resolve complex issues and deliver high-quality support.
As a key member of the Customer Support team, this individual serves as a subject matter expert for specific product suites, supports escalated cases, and contributes to documentation and training efforts. Adaptable and proactive, they help drive customer satisfaction and long-term value by partnering with internal teams and continuously improving support processes.
What Your Impact Will Look Like
Field complex or escalated issues for high-value or critical clients
Work directly with clients to understand issues, document cases, and drive resolution
Uphold SLAs for responsiveness and resolution timelines
Serve as an escalation point and product SME for a designated product suite
Own technical issues and collaborate with Engineering and Product teams for resolution
Validate and document product bugs and expected behaviors
Coordinate troubleshooting sessions and provide written/verbal recaps
Resolve technical customer complaints independently
Participate in on‑call support rotations
Maintain accurate case status in the ticket tracking system
Troubleshoot a range of issues from simple failures to complex, multi‑factored problems
You Will Love This Job If You Have
1–2 years of experience providing technical support for cloud‑based software or services
Strong communication skills with the ability to de‑escalate high‑stress situations
Ability to explain complex technical issues to both experts and novices
Experience using ticketing systems such as Salesforce, JIRA or similar
Technical degree in Computer Science or equivalent work experience
Good to have but not mandatory if
You have relational database experience (MSSQL & PostgreSQL preferred).
You have experience with administering Windows desktops, servers and embedded systems
You have enterprise SaaS or web‑hosted software knowledge.
You have experience with streaming/video playback
You have experience with GitHub, CI / CD, software deployment.
Security and Privacy Requirements
Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
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  • New York, New York, United States

Compétences linguistiques

  • English
Avis aux utilisateurs

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