The Technical Support Tier 2 is a detective whose knowledge of relational databases, scripting, web applications, networks and general knowledge of internet communication protocols provides a valuable insight for solving problems. They are responsible for providing high-quality technical support for the Granicus software services we provide to the government and public.
This person will also work on other scripting and documentation projects as required. The Technical Support Tier 2 team partners with the Technical Support Tier 1 team in maintaining a “Customer Focused” environment, partnering with our stakeholders to achieve the highest customer lifetime value and satisfaction.
You will love this job if you have :
- You have a technical degree in Computer Science or related field or equivalent experience (2+ yrs.).
- You have an enthusiastic approach to problem-solving.
- You understand enterprise SaaS or web-hosted software experience.
- You understand front-end web development.
- You understand web site management.
- You understand networks, network tools, firewalls, appliances and protocols
- You have relational database experience (MSSQL/Oracle/MySQL/PostgreSQL/etc.).
- You are familiar with JavaScript, PHP, C# or angular.
- You have knowledge of monitoring tools like NewRelic, Pingdom, and LogicMonitor.
- You have experience troubleshooting network & host infrastructure.
- You have familiarity with cloud hosting services (AWS/Azure/etc.).
- You are familiar with API’s using SOAP & REST calls.
- You have a technical understanding of agile SDLC.
- You’ve used ticketing systems such as Salesforce, JIRA or a bug tracking system.
- English - fluent level, other languages considered an asset. Excellent communication skills, both verbal and written.
- Ability to work remotely in a dedicated space with privacy, with minimum supervision, and prioritize and manage time effectively.
What your impact will look like here :
- Owning case escalations from Technical Support Tier 1 team.
- 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.
- Taking ownership of technical issues and working with other Engineering groups to resolve more advanced issues when necessary.
- Resolving escalated customer complaints without the need for team lead intervention.
- Documenting troubleshooting and problem resolution steps.
- Updating the ticket tracking system to provide an accurate, and current, status of support issues.
- Creating Knowledge Base articles to expand the knowledge for handling support issues.
- Interact with customers to assist in understanding and resolving issues.
The Team
We area 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. A few culture highlights include –
- 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.
- Embracing diversity & fostering a culture of ideation, collaboration & meritocracy
- We bring in special guests from time to time to discuss issues that impact our employee population
The Company
Serving the People Who Serve the People
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.
Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.
Want to know more? See more of what we do here.
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. See more of our impact here.
The Process
- Assessment – Take a quick assessment.
- Phone screen – Speak to one of our talented recruiters to ensure this could be a fit.
- Coding – Take a quick coding test online.
- Hiring Manager/Panel interview – Talk to the hiring manager so they can learn more about you and you about Granicus. Meet more members on the team! Learn more and share more.
- Reference checks – Provide 2 references so we can hear about your awesomeness.
- Verbal offer – Let’s talk numbers, benefits, culture and answer any questions.
- Written offer – Sign a formal letter and get excited because we sure are!
Benefits at Granicus India
Along with the challenges of the job, Granicus offers employees an attractive benefits package which includes –
- Hospitalization Insurance Policy covering employees and their family members including parents
- All employees are covered under Personal Accident Insurance & Term Life Insurance policy
- All employees can avail annual health check facility
- Eligible for reimbursement of telephone and internet expenses
- Wellness Allowance to avail health club memberships and/or access to physical fitness centres
- Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter
- Memberships for ‘meditation and mindfulness apps including on-demand mental health support 24/7
- Access to learning management system Say., LinkedIn learning Premium account membership & many more
- Access to Rewards & recognition portal and quarterly recognition program
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.
Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.
