Technical Support Engineer III

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver high-quality technical support, service, mentorship, and training.

• Analyze, troubleshoot, and resolve customer issues while ensuring clear communication and thorough documentation.

• Document all customer interactions with pertinent details in the ticketing system.

• Foster strong and effective working relationships with both colleagues and customers.

• Handle complex issues through detailed research, documentation, escalation, and collaboration with internal engineering teams.

• Recognize and advocate for trending issues, collaborating with other teams to tackle high-impact problems.

• Broaden product knowledge across various CivicPlus products and integrations.

• Act as a subject matter expert.

• Oversee documentation related to products, troubleshooting, and best practices for staff and customers.

• Consistently achieve or surpass CivicPlus service level targets.

• Train and mentor staff on troubleshooting, business processes, and product knowledge.

• Lead and manage projects to guarantee successful customer outcomes.

⛳️ Requirements

• Outstanding interpersonal skills and a proactive, self-motivated approach to independently resolving problems.

• Highly collaborative with the ability to influence teams throughout the organization and foster cooperation that promotes shared success.

• Excellent written and verbal communication skills that clarify technical information and create positive customer interactions.

• Proven proficiency in HTML, CSS, JavaScript, and SQL.

• A customer-centric mindset that anticipates needs and concerns, ensuring a positive support experience.

• Strong organizational skills to manage multiple projects and deadlines through effective prioritization.

• A commitment to continuous improvement through training, personal growth, and feedback.

• A technology degree or equivalent experience.

• Ability to navigate ambiguity with resilience and adaptability.

• An AI-forward mindset with a proven ability to utilize AI tools to enhance productivity, decision-making, and work quality.

• Demonstrated capability to effectively leverage AI tools to improve productivity and outcomes.

• Applicants must be authorized to work in the US.

• CivicPlus is currently unable to sponsor visas for this position now or in the future.

🏝️ Benefits

• Comprehensive health insurance.

• Dental insurance.

• Vision insurance.

• Flexible Time Off.

• 401(k) plan.