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Technical Support Engineer
Tier 3
Posted on 7/14/2022
Plano, TX, USA
Experience Level
Desired Skills
  • Bachelor's degree or equivalent experience
  • 7+ years of Technical Support Center experience with SaaS products
  • Excellent interpersonal, written, and verbal communication skills
  • Advanced technical aptitude to problem solve and understand complicated problem statements
  • Advanced proficiency with documenting cases by triaging, responding, troubleshooting, and resolving
  • Strong ability to collaborate and thrive within a team environment
  • Proven ability to mentor and lead others to action on key initiatives
  • Strong ability to learn new technologies and concepts quickly
  • Proven ability to manage multiple competing priorities
  • Proven ability to de-escalate sensitive customer situations
  • Advanced proficiency with utilizing various tools to further troubleshoot application issues
  • Advanced proficiency with a Service Desk platform (ZenDesk, Service Cloud, SNOW, JSD, etc.)
  • Advanced proficiency with JIRA and Kanban boards
  • Partnering with Engineering and Product on customer escalations requiring hotfixes
  • Ability to lead meetings with multiple stakeholders and documenting action items towards resolution
  • Strong negotiation skills on key initiatives and can influence all levels of the organization
  • Proven experience with a Knowledge Management system and creating knowledge articles
  • Strong understanding of ITIL Service Management best practices with an emphasis on Incident Management, Problem Management, Change Management, and Release Management
  • Serve in an on-call rotation for after-hours emergency escalations
  • We do what we say we'll do
  • We drive for customer impact
  • We have a passion for the mission

501-1,000 employees

Cloud software for government
Company Overview
OpenGov is a cloud solution for public sector budgeting, performance management, and citizen engagement.
  • Competitive Salary
  • Work from Anywhere
  • Unlimited Vacation
  • Mission-Driven Colleagues
  • World-Class Healthcare
  • Professional Development
  • Family Matters
  • Amazing Customers
Company Values
  • We do what we say we'll do
  • We have passion for the mission
  • We drive for customer impact