Product Support Specialist - Gov Tech & Innovation (Hybrid)

Authorium; Washington, Northern (District of Columbia, KY); Hybrid; USD 78,000 - 90,000; Full time

Benefits offered by this job

Salary Range: $78,000-$90,000

100% benefits coverage for employee

401K Profit Share plan

Flexible PTO

Home office stipend

Comprehensive wellness benefits

Commuter stipend for hybrid roles

Job summary

Authorium is seeking a Product Support Specialist to troubleshoot and resolve issues impacting government customers using the Authorium platform. You will help ensure agencies deliver critical services while advancing operational innovation.

Based in San Francisco or Washington DC, you will work in-office Monday-Thursday, collaborating with Product, Engineering, and Education teams, and contribute to incident response, proactive support, and documentation improvements.

Qualifications

• Demonstrates analytical reasoning and written communication skills.
• Experience advocating for customers and proposing process improvements.
• Experience providing high-touch support via email and live interactions.

Responsibilities

• Break down complex customer questions and craft concise responses.
• Collaborate with Product, Engineering, and Education to keep documentation up-to-date.
• Collect user feedback and translate into actionable next steps for Product & Engineering.
• Participate in incident rotations and coordinate incident relief with Product & Engineering teams.
• Lead ticket-deflection projects and proactive support motions to reduce recurring issues.

Skills

Technical Curiosity

Customer Communication

Technical Acumen

Cross-functional Collaboration

Job description

Authorium is seeking a Product Support Specialist to troubleshoot and resolve issues impacting government customers using the Authorium platform. You will help ensure agencies deliver critical services while advancing operational innovation.

Based in San Francisco or Washington DC, you will work in-office Monday-Thursday, collaborating with Product, Engineering, and Education teams, and contribute to incident response, proactive support, and documentation improvements.