Technical Support Specialist

OpenGov Inc.

Maharashtra

Hybrid

INR 400,000 - 700,000

Full time

6 days ago

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Benefits offered by this job

Healthcare options

Flexible vacation policy

401(k) with company match

Parental leave

Professional development

Weekly catered lunches

Job summary

OpenGov is seeking a Technical Support Specialist in Pune to train government leaders and support OpenGov products. This entry-level role offers hands-on training, mentorship, and clear advancement paths.

You will handle omni-channel support, learn AI tools, and provide technical guidance to customers and internal teams. After training, the role may shift to a 3rd shift remote schedule, with initial training in IST hours.

Qualifications

Experience with/troubleshooting data management and ETL pipelines.
Ability to troubleshoot API data failures and CSS coding tasks.
Familiarity with AP invoicing, utility billing, budgeting or procurement software.

Responsibilities

Provide omni-channel technical support via phone, chat, web, and email.
Use Salesforce for case management and aim for First Contact Resolution.
Assess, prioritize, and resolve or escalate incoming cases.
Triage incidents by severity and content to ensure quality.
Research issues across tools to identify defects or known issues.
Troubleshoot a wide range of technologies and document steps to reproduce.
Offer technical guidance and software training to customers and internal teams.
Contribute to knowledge base for self-service and training.

Skills

Data Management

ETLWorks pipeline

API data failures

CSS Coding

AP Invoicing

Utility Billing

Budgeting

Procurement Software

AI tools

Education

Bachelor's in Computer Science

Tools

Salesforce Service Cloud

Job description

Job Summary

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about OpenGov’s mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com.

Job Summary

The Technical Support Specialist plays a pivotal role in fostering OpenGov's business growth. You'll connect with government leaders across the country, training and supporting them in OpenGov products to transform how they serve their communities. The ideal candidate should possess a technical degree (Computer Science degree preferred), be energized by analytical problem solving, and be interested in learning about and using AI to solve complex problems.

This entry-level position is designed for individuals eager to learn and grow within a fast-paced environment. You’ll receive hands-on training, mentorship, and clear pathways for advancement.

The Technical Support Specialist provides our customers omni-channel support via Phone, Chat, Web, and Email. The Technical Support Specialist independently manages their case backlog by assessing, analyzing, and providing technical expertise towards resolution while delivering high customer satisfaction. This position also requires providing technical guidance up to including impromptu software training.

This position will be in-shift, and after fully trained on the product and support operations, become 3rd Shift, remote. Training will occur in our Pune Office during standard IST hours. Remote is implied until such time when business operations permit 3rd Shift in Office.

Responsibilities

Provide customer technical support via omnichannel interactions in order to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels.
Utilize service management system (Salesforce Service Cloud) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support.
Independently assess and prioritize incoming cases, applying technical judgment to determine appropriate resolutions or escalations.
Triage customer reported incidents for severity, urgency and content to ensure consistency and quality.
Perform research across various tools to determine if the incident is a known issue or defect.
Troubleshoot a wide range of technologies and replicate incidents versus the expected results and document steps to reproduce.
Provide technical guidance and software training to customers and internal teams, influencing best practices and support strategies.
Contribute to the existing knowledge base to support customer self-service and training.

Job Title: Technical Support Specialist

Support Tier/Level: 1

Participate in scheduled training sessions to learn internal and proprietary technologies.
Utilizing AI tools to service more customers faster with higher quality.

Requirements And Preferred Experience

Experience in working with/troubleshooting: Data Management, ETLWorks pipeline, API data failures, CSS Coding, and/or AP Invoicing, Utility Billing, Budgeting or Procurement Products/Software
Interest in building strong interpersonal, written and verbal communication skills required.
Strong technical aptitude to problem solve and understand complicated problem statements required.
Ability to develop and maintain clear documentation for triaging, responding to, troubleshooting, and resolving issues.
Excellent organizational, time-management, and prioritization skills required.
Ability to collaborate and thrive within a team environment required.
Ability to learn new technologies and concepts quickly required.
Ability to handle multiple competing priorities required.
Must be able to work specific shifts to provide support during business hours required.
Participate in rotating on-call after business hours support required.
Experience or interest in using AI

Why OpenGov?

A Mission That Matters.

At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Some people say this is boring. We think it’s the core of our democracy.

Opportunity to Innovate

The next great wave of innovation is unfolding with AI, and it will impact everything—from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We’ve touched 2,000 communities so far, and we’re just getting started.

A Team of Passionate, Driven People

This isn’t your typical 9-to-5 job; we operate in a fast-paced, results-driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Chicago, Dubuque, Dallas, and Pune.

A Place to Make Your Mark

We pride ourselves on our performance-based culture, where every employee is encouraged to jump in head-first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.

Benefits That Work For You

Enjoy an award-winning workplace with the benefits to match, including: