[Hiring] Technical Support Representative @Granicus LAC

Role Description

The Technical Support Representative for the Swagit product suite is a resident expert in supporting Swagit’s audio/video streaming, capture, and broadcast solutions used by government clients. This role requires strong troubleshooting skills across audiovisual hardware, signal flow, and cloud‑based software, along with the ability to guide clients through real‑time diagnostics over the phone.

You will identify, replicate, and isolate technical issues, ranging from single‑point failures to complex, multi‑layered problems, while delivering a calm, professional client experience. You serve as a subject matter expert for the Swagit product suite and an escalation point for Customer Support Representatives. This role partners closely with Engineering and Product teams to validate bugs, drive resolutions, and improve system reliability.

The Technical Support team maintains a customer‑focused environment, working with internal and external stakeholders to ensure high‑value clients receive timely, accurate, and effective support.

What Your Impact Will Look Like

• Field complex/escalated issues for high value or critical clients.
• Troubleshoot audio/video hardware and audio/video signals.
• Work directly with clients on the phone to troubleshoot hardware and cabling at client’s location.
• Work directly with clients to understand issues, document in a case, and work towards resolution.
• Uphold SLA’s regarding responsiveness on individual cases.
• Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team.
• Take ownership of technical issues and work with our Engineering and product groups to resolve more advanced issues when necessary.
• Validate and identify product bugs and document the expected behaviors for resolution.
• Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps.
• Resolve escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention.
• Update the ticket tracking system to provide an accurate and current status of support issues.
• Create Knowledge Base articles to expand the knowledge for handling support issues.
• Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems.

Qualifications

• Previous experience troubleshooting audiovisual systems including understanding wire diagrams, as-builts and signal flow.
• Knowledge of video resolutions, frame rates, and video formats.
• Knowledge of broadcast video hardware including cameras, switchers, signal scalers and converters.
• Experience with live streaming events, gaming or other channel content.
• Ambitious, self-driven and an enthusiastic approach to problem-solving.
• Strong client communication skills, exhibits patience and grace in high stress (e.g., system down) situations to de-escalate to chart a path towards resolution.
• 1-2 years experience providing technical support for cloud-based software or services.
• Able to convey complex technical issues to other experts, as well as technical novices.
• You’ve used ticketing systems such as Zendesk, JIRA, Salesforce or other.
• You have a technical degree in Computer Science or equivalent experience (2+ yrs.).

Good-to-have

• You have relational database experience (MSSQL & PostgreSQL preferred).
• You have experience with administering windows desktops, servers and embedded systems.
• You have enterprise SaaS or web-hosted software knowledge.
• You have experience with GitHub, CI/CD, software deployment.
• You have experience with installing audio or video systems, including home or auto projects.
• You have experience building and repairing computers.
• You have previous television or video broadcast experience.

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.