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Technical Support Engineer

| Greater Denver Area

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

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

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Across the street from the 18th and California light rail stop, we are on the 40th floor with the best 360 degree views of the Rockies.

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