Technical Client Support Specialist - Remote

Overview

We are looking for a Technical Client Support Specialist with a passion for learning, a kind heart, a positive attitude, and a great sense of humor to join our growing team. You will serve as the primary owner of escalated technical issues, working directly with customers to drive resolution while collaborating cross-functionally with Product, Engineering, and Customer Success.

In Short

• Own escalated tickets end-to-end, leading customer-facing communication.
• Troubleshoot complex technical issues across our local government budgeting SaaS platform.
• Partner with Engineering and Product teams to submit clear, actionable Jira tickets.
• Evaluate the customer and business impact of escalated issues.
• Drive the right communication strategy for issue resolution.
• Keep customers and internal stakeholders informed throughout the process.
• Identify recurring issues and propose preventative fixes.
• Contribute to and maintain internal documentation and troubleshooting guides.
• Participate in post-mortems for high-impact incidents.
• Mentor L1 team members in technical troubleshooting strategies.

Requirements

• 2–5 years of experience in technical support or related roles within a SaaS environment.
• Strong technical troubleshooting skills, with proficiency in reading logs, APIs, and data analysis (SQL or similar).
• Experience with tools like Zendesk, Jira, and Confluence.
• Excellent written and verbal communication skills.
• Calm, confident presence when working with escalated customers.
• Proven track record of ownership and follow-through.
• A proactive mindset, looking for patterns and process improvements.
• (Preferred) Basic scripting experience (e.g., JavaScript, Python).

Benefits

• Flexible, remote work.
• Opportunity to make a meaningful impact on government transparency.
• Fast-paced and collaborative environment.
• Competitive salary and benefits package.
• Professional growth opportunities.