Product Support Specialist
About the job
- Apply analytical reasoning and critical thinking to technical troubleshooting.
- Provide exemplary written communication and technical writing.
- Have experience advocating for customers by proactively identifying problems and suggesting solutions that improve customer experience.
- Have experience providing high-touch customer support over email and in live settings.
- Have depth in technical support and use of modern software systems, engineering, or software engineering.
- Have experience managing cases throughout the support lifecycle, from initial customer inquiry through triage and reproduction, writing bug reports for handoff to development, and issue resolution.
- Have experience working with engineering and product teams in the software development process, maintaining a backlog, managing prioritization and criticality definitions, and aligning them to internal and external service-level agreements.
- Demonstrate strong decision-making, ownership, and cross-functional coordination with stakeholders and colleagues.
- Prioritize and execute tasks effectively under pressure.
- Demonstrate listening, interpersonal, written, and oral communication skills.
- Be curious, eager to learn, and proactive in sharing knowledge.
- Have a high emotional quotient and collaborate effectively with the team.
- Be process-oriented and have an automation and efficiency mindset.
- Be comfortable navigating ambiguity in a rapidly evolving startup environment.
- Value Authorium's mission and contribute to its commitment to improving government operations.
- Break down complex customer questions, investigate the Authorium platform to find answers, and provide concise, friendly responses.
- Work with Product, Engineering, and Education teams to keep product documentation and examples accurate and up to date.
- Collect user feedback and turn it into actionable next steps for Product and Engineering.
- Participate in regular weekday and on-call coverage rotations, provide emergency support to enterprise customers, and coordinate incident relief, resolution, and communications with Product and Engineering.
- Work on ticket-deflection projects and proactive support initiatives to eliminate common ticket trends.
- Experience with low-code or workflow tools.
About the company
Authorium offers a cloud-based software platform that automates and streamlines administrative tasks for government agencies. It handles document-centric workflows across procurement, contracting, policy and HR management, and grant administration, bringing these processes into one unified system from start to finish. The product is delivered as a software-as-a-service (SaaS) for public sector clients, enabling agencies to manage workflows and documents securely online. What sets Authorium apart is its explicit focus on unifying multiple government-specific workflows in a single platform, designed to fit procurement and grant management needs of public agencies rather than generic enterprise tools. The company’s goal is to help government entities modernize their operations, improve efficiency, and scale administrative functions as part of public administration modernization.
Company Size
11-50
Company Stage
Series A
Total Funding
$29.1M
Headquarters
San Francisco, California
Founded
2014
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Simplify's Take
What believers are saying
- Authorium raised $8 million in April 2025, funding hiring and product development.
- Amy Tong joined August 2026, strengthening California-to-national government procurement expansion.
- Chi-Kai Chien joined March 2026, signaling engineering investment after FedRAMP High certification.
What critics are saying
- Federal procurement cycles stay slow; revenue depends on budget approvals and long sales periods.
- Carahsoft contract entries show key public-sector channels, but renewals expire in 2025-2027.
- If AWS GovCloud or FedRAMP processes slip, Authorium loses its core security advantage.
What makes Authorium unique
- FedRAMP High authorization gives Authorium rare credibility for sensitive federal workflows.
- AWS GovCloud hosting and NIST 800-53 controls separate it from generic SaaS vendors.
- Authorium focuses narrowly on procurement, grants, and contracts across government operations.
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Benefits
- 401(k) Retirement Plan
- Company Equity
- Hybrid Work Options
- Home Office Stipend
- Commuter Benefits
- Wellness Program