[Hiring] Senior Technical Support Representative @Granicus India

Role Description

The ideal candidate is a technically proficient and customer-focused professional who thrives in collaborative, fast-paced environments. They demonstrate strong problem-solving skills, a deep understanding of Granicus products, and a commitment to delivering high-quality support experiences. Adaptable and open to change, they embrace evolving technologies and processes, contributing to continuous improvement and innovation. This individual is comfortable mentoring peers, managing multiple priorities, and supporting 24/7 operations to ensure service excellence.

What Your Impact Will Look Like

• Learn and apply comprehensive and advanced product knowledge across a wide range of Granicus solutions.
• Support leadership with daily operational tasks including queue monitoring and case assignment.
• Assist in case escalations and provide guidance on high-complexity issues.
• Monitor case quality and contribute to process improvements.
• Deliver high-quality technical solutions that help customers achieve their goals.
• Troubleshoot issues, create test scenarios, and investigate software behavior.
• Manage customer tickets in alignment with SLAs.
• Collaborate across teams to enhance product efficiency and customer experience.
• Participate in 24/7/365 on-call support rotations.

Qualifications

• 2+ years in technical support or a related role (or equivalent education/experience).
• Experience with enterprise SaaS, web-hosted software, and infrastructure troubleshooting.
• Demonstrates high-level product knowledge with experience across multiple Granicus solutions or equivalent SaaS platforms, and the ability to clearly communicate technical concepts to diverse audiences.
• Proven ability to deliver high-quality support across multiple channels while adapting to shifting priorities and maintaining service excellence.
• Ability to communicate professionally, empathetically, and effectively with diverse customer profiles.
• Skilled in troubleshooting diverse issues, replicating customer environments, and documenting findings.
• Experience training or coaching junior support staff.
• Comfortable contributing to cross-functional projects that enhance efficiency and customer experience.

Requirements

• Web technologies (HTML, CSS, basic scripting).
• Troubleshooting applications and server hardware (Windows Server 2008/2012, networking basics).
• Digital communications and audio/video technologies.
• Help desk and ticketing software (Salesforce, JIRA, etc.).

Security and Privacy Requirements

• 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.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey.

• Employee Resource Groups to encourage diverse voices.
• Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
• Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
• We bring in special guests from time to time to discuss issues that impact our employee population.

The Impact

We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world.