Technical Support Specialist

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

📋 Description

• Take ownership of escalated customer concerns related to application functionality, data, workflows, integrations, authentication, connectivity, and performance.

• Utilize generative AI tools for technical research, troubleshooting, case analysis, documentation, and operational reporting.

• Examine issues using diagnostics, logs, and authorized tools.

• Reproduce issues, isolate their causes, document findings, and determine resolution or escalation pathways.

• Provide timely and accurate updates to customers and internal stakeholders throughout the incident lifecycle.

• Maintain thorough and actionable case documentation in Jira Service Management and other relevant support systems.

• Troubleshoot configurations related to customer identity and access.

• Diagnose issues involving certificates, networking, and web application connectivity.

• Address troubleshooting for APIs, webhooks, and third-party integrations.

• Support cloud services pertaining to identity, networking, monitoring, and application hosting.

• Analyze telemetry using Azure Monitor, Application Insights, and Log Analytics.

• Research and resolve issues related to Microsoft 365, Microsoft Graph API, and connected business applications.

• Maintain secure, repeatable queries, scripts, and runbooks.

• Collaborate with Engineering and Product teams to validate defects, assess customer impact, and track resolutions.

• Test bug fixes and release candidates, confirm production outcomes, and communicate any changes.

• Work alongside Professional Services and Customer Success on implementations, integrations, and customer environment challenges.

• Contribute to documentation, troubleshooting playbooks, and training materials.

• Identify recurring support trends and suggest improvements for products or processes.

• Create reporting dashboards, trend analyses, and executive reporting packages.

⛳️ Requirements

• 3–5+ years of progressive technical experience within a software company.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of relevant education, certifications, and professional experience.

• Proven experience in troubleshooting technical issues and conveying complex concepts to both technical and non-technical audiences.

• Ability to independently learn new software platforms and business systems.

• Competence in interpreting technical documentation, system logs, API documentation, and vendor resources.

• Advanced skills in troubleshooting and root cause analysis across SaaS applications, integrations, databases, cloud services, and logs.

• Proficiency with authorized generative AI and AI-assisted development tools.

• Ability to validate AI-generated technical recommendations, queries, scripts, and conclusions.

• Understanding of responsible AI practices, data privacy, information security, customer information handling, and organizational AI usage policies.

• Working knowledge of Azure, identity protocols, DNS, SSL/TLS, networking, and web application connectivity.

• Familiarity with APIs, data formats, Postman, Jira Service Management, service desk operations, and enterprise software platforms.

• Clear technical communication skills for case notes, customer updates, documentation, and internal guidance.

• Strong customer focus, prioritization, cross-functional collaboration, and a mindset geared towards continuous improvement.

• SimpliGov does not currently sponsor applicants for work visas.

🏝️ Benefits

• Medical, dental, and vision insurance plans with significant employer contributions for employees and their dependents.

• Company-sponsored life insurance, short-term, and long-term disability insurance.

• 11 Paid holidays.

• Flexible time off.

• 401k plan with a 4% employer match.

• Monthly home office stipend.

• Monthly wellness stipend.

• Bonus.