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Technical Support Engineer II

Location: Remote, United States
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Description

A Technical Support Engineer II provides exceptional customer service and technical support for all CivicPlus products for both clients and staff. CivicPlus uses email, support tickets, live chat, and phone call-based channels to provide world class support and customer service to clients. The Technical Support Engineer II must be able to communicate effectively, provide technical solutions across all channels of client inquiry, and coach or advise staff for improvement possibilities. In addition to fulfilling the Tier II related support responsibilities the Technical Support Engineer II will also collaborate with internal account management teams to support our largest and most strategic customers.
Were excited to hire a new Technical Support Engineer II who can:
  • Complete customer facing work that supports and configures the software used in government system implementations
  • Build strong and effective working relationships with peers, management, and customers
  • Establish cadence for customer communication for designated strategic accounts
  • Provide excellent tier I and tier II customer service, technical troubleshooting, and problem resolution with user-friendly explanations
  • Identify and address customers critical technical issues (escalations) and non-technical issues and coordinate necessary support activities. May include troubleshooting and solving escalated customer issues directly with the appropriate engineering teams within NetApp, as well as 3rd party vendors for multi-vendor issues.
  • Document all reported issues and ticket information via ticket management software shared between Support and Product Engineering
  • Escalate incidents that cannot be resolved based on specified time frames to relevant team members
  • Take ownership of reported technical issues and monitor support queues to identify trends, communicate, and utilize appropriate resources to resolve respective issues
  • Assist in training and advising staff on new tools, enhancements, processes, and systems
There is no perfect candidate, but we are looking for:
  • Excellent interpersonal skills, be pro-active and a self-starter
  • Strong written and verbal communication skills
  • Customer-focused to anticipate client needs and concerns
  • Ability to manage and prioritize multiple task / deadlines
  • Strong technical and analytical skills (HTML, CSS, and JavaScript)
  • Driven to improve through training, personal growth, and other means
  • SQL knowledge and experience (Preferred)
  • Degree in Information System Technology or comparable experience (Preferred)
*Note: We know that excellent candidates can have all sorts of backgrounds and experiences, so please dont hesitate to apply even if you dont meet 100% of the listed requirements!
We offer competitive salary and benefits packages, including health insurance, retirement plans, flexible time off, and a commitment to Diversity, Equity, Inclusion, and Belonging. If you are passionate about technology and want to make a meaningful impact in your community, wed love to hear from you.
We are an equal opportunity employer and value diversity at our company. We desire to have our employees reflect the diverse communities we serve, and we recognize that diverse and inclusive teams lead to more innovation and better financial returns. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Compensation and Benefits:
  • Estimated Salary Range: $47,400- $65,000 annually. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and is based on a 40-hour work week.
  • Benefits: Comprehensive health insurance, dental insurance, vision insurance, Flexible Time Off, 401(k) plan, and more.
What is our hiring process?
  • Introductory Call with a member of our Talent Acquisition team.
  • First Interview with the Hiring Manager
  • Second Interview- Panel Interview with up to 4 CivicPlus Team Members
    • Interview Project Activity- This activity is designed to give us insight into your problem-solving approach and methods.
  • Offer
Please note that the specifics of this process may vary based on the position you're applying for.
About CivicPlus:
CivicPlus is a trusted technology company dedicated to empowering government staff and powering exceptional digital experiences for residents. With a comprehensive suite of solutions that combine to form THE modern Civic Experience Platform, we strive to create one-stop, frictionless, interactions that delight residents and help staff collaborate and work efficiently. As a result, government administrations that choose CivicPlus realize greater trust and satisfaction among their community members. Backed by over 25 years of experience and leveraging the insights of more than 850 team members, our solutions are chosen by over 10,000 customers and are used daily by over 340 million people in the U.S. and Canada alone.
PLEASE NOTE: CivicPlus is currently unable to provide visa sponsorship for this position. Applicants must be authorized to work in the US.
Employment Practices
  • CivicPlus is proud to be an Equal Employment Opportunity employer. At CivicPlus, we celebrate and support diversity for the benefit of our employees, products, clients, and communities we serve.
  • Upon receiving an offer of employment, candidates must complete required pre-employment screenings, which include a drug test and background screen. Offer of employment is contingent upon this post-offer screening process. All testing will be conducted by a licensed independent administrator, which will follow testing standards and background screens in accordance with state law.
  • We are committed to providing equal employment opportunities to all qualified individuals and will make reasonable accommodations for individuals with disabilities during the interview process. If you require an accommodation, please let us know in advance so we can make appropriate arrangements. We welcome and encourage candidates of all abilities to apply for this position.
Please be aware of scammers who may fraudulently allege to be from CivicPlus. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information such as bank account numbers, identification numbers, etc through social media or chat-based apps, nor do we request or send money for the purchase of business equipment or request interviews via text message. If you suspect fraud, please report it to your local authorities, as well as reaching out to us at [email protected] with any information you may have.
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