Application Support Specialist

OpenGov

Company Type
Experience
Responsibilities
Workhours

About OpenGov

OpenGov is a mission driven fast-growth, Series C, venture backed startup (includes Andreessen Horowitz, Formation 8, Thrive Capital, and Emerson Collective). Our Board of Directors includes iconic Silicon Valley executives John Chambers (former Cisco Chairman and CEO) and Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world).

We have surpassed 2,000+ governments (and growing fast!) using our products in our mission to power more effective and accountable government.

About the Application Support Specialist Role:

We envision the Technical Services function as a key component of the CS org, adjacent to Professional Services and Customer Success Management (CSM). The Technical Services team provides time-based service to our customers to ensure their ability to effectively utilize our solutions on an ongoing basis. Technical Services is the interface to customers for all technical issues they encounter post initial deployment and acts as the “router” between OpenGov and our customers to maximize system and functional availability, stability, performance and usability with existing solutions.

In this role, you will provide Technical Services for complex database and integration issues in the product. You will work closely alongside the Technical Support Analysts, Product Teams, Professional Service and Engineering Teams focusing on solving complex customer cases. A successful Technical Services Engineer will not just answer questions for customers, but dig in and come up with solutions to a variety of time sensitive, operational critical issues for our customers. In this role you will work to more and more solve cases within the support organization, reducing the escalations to the professional services, product and engineering development teams.

Primary Responsibilities:

  • Work directly with customers to research, troubleshoot, and lead resolution for technical and integration issues in a timely manner including, but not limited to, out of balance items, corrupt data, re-authentication, and troubleshooting integration connections.
  • Test customer problems and log issues to engineering development, working with engineering and product teams to determine a solution.
  • Dig into the engineering database (as much as they will allow) to reduce escalations to the engineering team and build self-sufficiency within the Technical Support function.
  • Replicate and verify customer problems and log issues to engineering development.
  • Collaborate with engineering development, QA, and other technical analysts to research, identify, and validate issue resolutions.
  • Effectively prioritize and escalate customer issues as required. Continually update customers on the evolving status of their cases and ensure their continued high level of excitement and commitment to working with us.
  • Testing new software functionality.
  • Collaborating with cross-functional teams to meet company goals and solve customer problems.
  • Provide information, support, direction, and problem-solving to the teams, as needed, in a manner that provides positive solutions, and if needed, adjusts current processes to improve the delivery, coordination, or quality of the projects.
  • Provide visibility, reporting, and key metrics around key organizational initiatives.
  • Build an internal knowledge base on how to support our customers more self-sufficiently, efficiently, and effectively.
  • Support our customers with administrative work such as COA clean-up, data upload troubleshooting, and template troubleshooting.
  • Identify new processes, assist in their development, and roll them out as needed.

Our Ideal Candidate Has:

  • 5+ years experience with implementing, supporting, managing, tracking, and reporting on SaaS products.
  • Experience working with ERP web service integrations.
  • An understanding of object-oriented and relational model concepts.
  • Understanding of application architecture principles and object-oriented programming.
  • Experience working in government customers is preferred.
  • Strong technical aptitude – ability to grasp technical concepts and understand the capabilities, impacts, and potential risks of implementing proposed solutions, and be able to articulate them to customers.
  • Experience with customer support case management tools.
  • Strong cross-group collaboration skills and experience working across multiple teams both within the division and across the company.
  • Excellent interpersonal, human relations, written, verbal, and listening communication skills.
  • Strong negotiations skills; can influence all levels of the organization and is skilled at leading others to action on key initiatives.
  • Excellent analytical, problem-solving, organizational, time-management, and prioritization skills.
  • The ability to absorb new technologies and features quickly.
  • A team player attitude, working across the organization and company to continue improving the way we serve our customers.

Preferred Qualifications:

  • Working knowledge of accounting and budgeting principles.
  • Government budgeting experience.

What makes OpenGov unique

» Leadership: CEO Zac Bookman (MPA from Harvard and JD from Yale) is truly a mission driven CEO. He was named one of the 100 most Intriguing Entrepreneurs by Goldman Sachs and SF Business Times' 40 under 40 class of 2018!

» Funding: $80 million, Series C company, from top tier investors including Andreessen Horowitz, 8VC, Thrive Capital, and Emerson Collective.

» Board of Directors: Includes iconic Silicon Valley executives John Chambers (former Cisco Chairman and CEO) and Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world).

» Growth: Quadruple growth with 2,000+ government customers (and counting) using our products!

» Perks: Fully stocked kitchens, daily breakfast and catered lunches, gym reimbursement, music room, zen room, foosball and pool table, Unlimited PTO and 11 paid holidays, 95% medical premium coverage for employees, fun events, and more! Just look at www.opengov.com/careers

» Product: Named a Tech Pioneer by the World Economic Forum, our cloud solution leverages cutting-edge technology to innovate on the core processes of Government. We're powering more effective and accountable government. Come join us and make a positive social impact!

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Confirmed 22 hours ago. Posted 30+ days ago.

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