Technical Support Specialist

Speedrun Talent Network; Pune District; Hybrid; INR 350,000 - 500,000; Full time

Job summary

OpenGov is seeking a Technical Support Specialist to join our Pune team. You will train and support government customers on OpenGov products, delivering omnichannel assistance via phone, chat, web, and email. The role starts in-office with IST hours and transitions to 3rd shift remote after full training.

The entry-level position emphasizes problem solving, learning AI-enhanced support processes, and career progression through structured mentorship.

Qualifications

• Experience diagnosing ETL/API data issues in enterprise environments.
• Strong written and verbal communication; ability to document triage steps.
• Willingness to work in rotating shifts and on-call support.

Responsibilities

• Provide omni-channel technical support via Phone, Chat, Web, and Email.
• Log cases in Salesforce Service Cloud with clear notes and updates.
• Assess, prioritize, and resolve or escalate incoming issues.
• Triage incidents by severity and content to ensure quality.
• Troubleshoot technologies and document steps to reproduce.
• Contribute to knowledge base and provide AI-assisted support.

Skills

Data management

ETLWorks pipeline

API data troubleshooting

CSS coding

Documentation

Team collaboration

AI tools familiarity

Problem solving

Learning new tech

Education

Computer Science degree

Tools

Salesforce Service Cloud

AI tools

Job description

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