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Technical Support Engineer I

Location: Remote, United States
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Description

A Technical Support Engineer I provides exceptional technical support and customer service for all CivicPlus products. CivicPlus utilizes support tickets via email, live chat, and phone channels to provide world class support and customer service. The Technical Support Engineer I must be able to communicate effectively and provide technical solutions across all channels of customer inquiry.
 
Your Impact:
  • Provide best in class front-line, customer-facing, technical support, and service
  • Investigate, troubleshoot, and resolve customer issues with user-friendly communication and documentation
  • Internally document all interactions with relevant details via ticketing software
  • Build strong and effective working relationships with colleagues and customers
  • Escalate issues that cannot be resolved to designated internal teams with clear, concise, and comprehensive documentation
  • Identify, advocate, and escalate trending issues –ensuring that repetitive usability impediments are being addressed by our product engineering teams
  • Act as a subject matter expert and make recommendations on product training documentation for internal staff and customers
  • Provide guidance to and collaborate with other internal departments to ensure successful outcomes for CivicPlus customers
  • Work diligently to achieve CivicPlus service level objectives
There is no perfect candidate, but we are looking for:
  • Excellent interpersonal skills, be pro-active and a self-starter
  • Adaptability to quickly changing growth environment
  • Strong written and verbal communication skills
  • Strong technical and analytical skills (HTML, CSS, and JavaScript)
  • Customer-focused, anticipating customer needs and concerns
  • Ability to manage and prioritize multiple task / deadlines
  • Driven to improve through training, personal growth, and other means
  • Ability to work through ambiguity
  • Degree in relevant technologies (Preferred) or comparable experience
  • SQL, HTML, CSS, Java knowledge and experience (Preferred)
*Note: We know that excellent candidates can have all sorts of backgrounds and experiences, so please don’t hesitate to apply even if you don’t 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, we’d 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: $20.00 – 27.16 hourly. 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 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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