Technical Support Engineer
Job Description
The Technical Support Engineer is a detective whose knowledge of relational databases, UNIX scripting, web application administration, and general knowledge of internet communication protocols provides a valuable insight for solving problems. They are responsible for providing high-quality technical support for the Granicus software services we provide to the government & the public. This person will also work on other programming and documentation projects as required. The Technical Support group works together with others in the Customer Support Department in maintaining a "Customer Focused" environment, partnering with our Customers to achieve the highest Customer lifeline value and satisfaction.
Primary Responsibilities:
- Ticket escalation from the Customer Support team
- On-call rotation for Production Application Support
- 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.
Additional Responsibilities Include:
- Taking ownership of technical issues and working with other Engineering groups to resolve more advanced issues when necessary
- Resolving escalated customer complaints without the need for team lead intervention
- Documenting troubleshooting and problem resolution steps
- Updating the ticket tracking system to provide and accurate and current status of support issues
- Creating Knowledge Base articles to expand the knowledge for handling support issues
Skills & Requirements
Some technical skills that would be particularly useful:
- Technical Degree in Computer Science or related field
- 2+ years of relevant work experience
- Enterprise SaaS or web-hosted software
- UNIX command line, and scripting languages in UNIX
- Relational database experience (Oracle/MySQL/Postgresql/etc.)
- Advanced HTML methods
- Email technologies on the server and client side
- Knowledge of Ruby
- Experience with monitoring tools like NewRelic, Pingdom, and Nagios is a plus
- Knowledge of SMTP protocol and DKIM
- Technical understanding of computer software and software development concepts
- Enthusiastic approach to problem-solving
- Ticketing systems such as Jira or a bug tracking system
Granicus is committed to providing equal employment opportunities without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status