Granicus is hiring for Software Engineer

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Ambitious, self-driven and an enthusiastic approach to problem-solving.
Strong client communication skills, exhibits patience and grace in high stress (eg system down) situations to de-escalate to chart a path towards resolution.
1-2 years experience providing technical support for cloud-based software or services.
Able to convey complex technical issues to other experts, as well as technical novices.
You’ve used ticketing systems such as Zendesk, JIRA, Salesforce or other.
You have a technical degree in Computer Science or equivalent experience (2+ yrs.).

Field complex/escalated issues for high value or critical clients
Work directly with clients to understand issues, document in a case, and work towards resolution.
Uphold SLA’s regarding responsiveness on individual cases.
Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team.
Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues when necessary.
Validate and identify product bugs and be able to document the expected behaviors for resolution.
Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps.
Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention.
On-call support
Help train more junior members/ customer support representatives on our software and processes
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.
Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems.