simpligov

simpligov

Technical Support Specialist

Austin, Texas, United States · Full-time

Work authorization requiredDetected 3 hours ago
PowerShellSQLAzureLLMsJiraCustomer SuccessCustomer SupportPostmanDNSResearchCommunicationCollaboration

About the role

  • Reports to: Senior Manager, Customer Success
  • SimpliGov is a leading government workflow automation platform that helps state and local agencies digitize and streamline mission-critical processes. Its form-building, workflow-routing, document-management, and digital-signature capabilities replace manual work with secure, auditable digital workflows. Trusted by hundreds of U.S. government agencies,

Responsibilities

  • Technical Support
  • Own escalated customer issues involving application behavior, data, workflows, integrations, authentication, connectivity, and performance
  • Ability to create clear, structured prompts that provide appropriate context, constraints, examples, and desired output formats.
  • Experience using AI coding assistants to develop, explain, review, and troubleshoot SQL queries, PowerShell scripts, API requests, JSON, and XML.
  • Ability to evaluate new AI tools and identify responsible opportunities to improve support quality, response time, and operational efficiency.
  • Understanding of prompt-injection risks and the need to treat untrusted customer content, documents, logs, and websites cautiously when using AI-enabled tools.
  • Use diagnostics, logs, and approved tools to investigate issues and execute support procedures
  • Reproduce issues, isolate causes, document findings, and determine resolution or escalation paths
  • We help state and local agencies modernize their processes and deliver better services to their communities.
  • As a Customer Success Manager, you will gain hands‑on experience working with customers, technology teams, and real public‑impact projects-while developing the skills and experience needed to advance your career.

Requirements

  • 3-5 + years of progressive technical experience in a software company
  • Demonstrated track record of troubleshooting technical issues and explaining complex concepts clearly to both technical and non-technical audiences, internally and externally
  • Ability to independently learn unfamiliar software platforms and business systems, and interpret technical documentation, system logs, API documentation, and vendor resources.
  • Proficiency using approved generative AI and AI-assisted development tools to support technical research, log analysis, SQL and PowerShell development, API troubleshooting, case documentation, and knowledge creation.
  • Working knowledge of Azure, identity protocols, DNS, SSL/TLS, networking, and web application connectivity
  • Familiarity with APIs, data formats, Postman, Jira Service Management, service desk operations, and enterprise software platforms
  • Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field-or equivalent combination of relevant education, certifications, and professional experience.
  • Advanced troubleshooting and root cause analysis across SaaS applications, integrations, databases, cloud services, and logs
  • Ability to critically evaluate and independently validate AI-generated technical recommendations, queries, scripts, and conclusions before applying them in customer or production environments.
  • Understanding of responsible AI practices, including data privacy, information security, appropriate handling of customer information, and compliance with organizational AI-use policies.
  • Clear technical communication for case notes, customer updates, documentation, and internal guidance
  • Strong customer focus, prioritization, cross-functional collaboration, and continuous improvement mindset

Skills

  • Leveraging AI tools, this position continuously maximizes efficiency and effectiveness in operations and reporting.

Compensation

  • The US base salary range for this full-time position begins at $85,000 + bonus and benefits.

Benefits

  • Medical, dental, and vision insurance plans, with significant employer contributions for employees AND dependents (contributions based on base-level plan; buyup plans available at additional costs)
  • Company-sponsored life, short-term, and long-term disability insurance
  • Monthly home office stipend
  • Monthly wellness stipend
  • Flexible time off
  • The US base salary range for this full-time position begins at $85,000 + bonus and benefits.
  • Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Company info

  • SimpliGov is a leading government workflow automation platform that helps state and local agencies digitize and streamline mission-critical processes.
  • Its form-building, workflow-routing, document-management, and digital-signature capabilities replace manual work with secure, auditable digital workflows.
  • Trusted by hundreds of U.S. government agencies, SimpliGov delivers secure, dependable SaaS technology and an exceptional customer experience.
  • We are growing rapidly and looking for talented, high-impact players to join our team!
  • This role investigates complex technical issues, communicates clearly with customers and internal teams, and drives incidents through diagnosis, resolution, and root-cause documentation.
  • At SimpliGov, you'll be part of a mission‑driven team transforming how government works.

Equal opportunity

  • equal opportunity employer committed to a diverse, inclusive team.

Visa & Work Authorization

  • SimpliGov does not currently sponsor applicants for work visas
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This listing is sourced directly from simpligov's careers page and normalized into a canonical job model.