[Hiring] Senior Technical Support Specialist @HS GovTech

Role Description

The Senior Technical Support Specialist serves as a subject matter expert for HS GovTech's SaaS platform, providing advanced technical support, troubleshooting, configuration guidance, and issue resolution for government clients. This role requires a strong combination of technical expertise, analytical problem-solving, customer relationship management, and experience supporting complex, highly configurable software applications. The ideal candidate thrives in a fast-paced SaaS environment, effectively manages competing priorities, and partners closely with Product, Development, QA, and Implementation teams to drive successful customer outcomes.

Key Responsibilities

• Advanced Technical Support
  • Provide Tier II/Tier III application support for HS GovTech's SaaS platform.
  • Troubleshoot complex software, configuration, workflow, integration, and data-related issues.
  • Analyze logs, system behavior, configuration settings, and customer-reported issues to identify root causes.
  • Resolve technical issues while maintaining established service level agreements (SLAs).
  • Escalate product defects and high-impact issues with detailed documentation and reproduction steps.
• Ticket & Incident Management
  • Manage support requests using JIRA and related support platforms.
  • Create, update, prioritize, and track tickets throughout the issue lifecycle.
  • Maintain accurate case documentation, troubleshooting notes, and resolution details.
  • Monitor support queues and ensure timely customer communication and follow-up.
  • Coordinate incident response activities for critical customer-impacting issues.
• SaaS Platform Configuration & Administration
  • Support client-specific configurations, workflows, user roles, permissions, forms, notifications, and business processes.
  • Assist customers with system administration and platform optimization.
  • Validate and test configuration changes before deployment.
  • Collaborate with implementation teams during customer onboarding, upgrades, and feature deployments.
• Customer Engagement & Training
  • Serve as a trusted technical advisor for municipal and government customers.
  • Communicate complex technical concepts to both technical and non-technical stakeholders.
  • Deliver product guidance, training sessions, and best-practice recommendations.
  • Maintain a high level of customer satisfaction through professional and proactive support.
• Cross-Functional Collaboration
  • Partner closely with Product Management, Development, QA, and Professional Services teams.
  • Translate customer issues into actionable technical requirements.
  • Assist with user acceptance testing (UAT) and validation of issue resolutions.
  • Provide feedback to product teams regarding recurring issues, enhancement opportunities, and customer needs.
• Continuous Improvement
  • Contribute to internal and customer-facing knowledge base articles.
  • Identify trends, recurring issues, and opportunities to improve product usability and support processes.
  • Recommend enhancements to workflows, documentation, and support practices.
  • Stay current on product releases, new functionality, and municipal technology trends.

Qualifications

• 5+ years of experience supporting enterprise or SaaS software platforms.
• 3+ years of advanced technical support, application support, or software support experience.
• Experience supporting highly configurable software solutions with complex workflows and business rules.
• Hands-on experience using JIRA, Jira Service Management, Zendesk, Salesforce Service Cloud, or similar ticketing platforms.
• Strong understanding of SaaS application architecture and cloud-based environments.
• Experience troubleshooting:
  • Application configuration
  • User permissions and security roles
  • Data integrity and validation issues
  • Workflow and process automation
  • API and integration-related issues
• Demonstrated ability to conduct root cause analysis and drive issue resolution.
• Excellent verbal and written communication skills.
• Proven ability to manage multiple priorities while maintaining customer satisfaction.

Preferred Qualifications

• Experience supporting software solutions for government, municipal, regulatory, public health, permitting, licensing, inspections, code enforcement, or compliance agencies.
• Experience working directly with municipalities, counties, state agencies, or other public sector organizations.
• Familiarity with relational databases and SQL for troubleshooting and data validation.
• Experience with REST APIs, integrations, JSON, web services, or middleware platforms.
• Experience working in an Agile development environment.
• Knowledge of Azure, AWS, or cloud-hosted SaaS infrastructure.
• Experience with software implementation, onboarding, or customer success initiatives.
• ITIL Foundation certification or comparable service management experience.

Core Competencies

• Advanced Technical Troubleshooting
• SaaS Application Support
• JIRA Ticket Management
• Root Cause Analysis
• Software Configuration
• Customer Relationship Management
• Incident Management
• Municipal Government Software Support
• Cross-Functional Collaboration
• Technical Documentation
• Process Improvement
• Communication & Customer Service

What Success Looks Like

• Delivers timely resolution of complex customer issues.
• Maintains high customer satisfaction and SLA compliance.
• Serves as a trusted technical resource for government clients.
• Reduces recurring issues through proactive analysis and documentation.
• Strengthens collaboration between customers, support, product, and engineering teams.
• Contributes to ongoing improvement of HS GovTech's platform and customer experience.