Remote AI-Driven Tech Support Specialist

Visa Hunt; United States; On-site; USD 72,000 - 98,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision insurance

Disability insurance

11 paid holidays

Flexible time off

401k with match

Home office stipend

Wellness stipend

Job summary

SimpliGov is a government workflow automation platform serving state and local agencies across the US. A Technical Support Specialist in the Customer Success team supports the SaaS product, investigates complex issues, and collaborates with Engineering, Product, and Professional Services to resolve incidents and document root causes.

The role emphasizes AI tooling, security, and proactive customer communications, with remote US work and strong emphasis on incident lifecycle management and

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field—or equivalent combination of relevant education, certifications, and professional experience.
• 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.
• Advanced troubleshooting and root cause analysis across SaaS applications, integrations, databases, cloud services, and logs
• 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.
• 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.
• 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
• Clear technical communication for case notes, customer updates, documentation, and internal guidance
• Strong customer focus, prioritization, cross‑functional collaboration, and continuous improvement mindset

Responsibilities

• Own escalated customer issues involving application behavior, data, workflows, integrations, authentication, connectivity, and performance
• Proficiency using generative AI tools to accelerate technical research, troubleshooting, case analysis, and documentation.
• 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 use AI to summarize logs, identify patterns, generate diagnostic hypotheses, and recommend investigation steps.
• Strong judgment in independently validating AI‑generated queries, scripts, technical conclusions, and customer communications before use.
• Knowledge of secure and responsible AI practices, including protecting customer data, credentials, personally identifiable information, confidential information, and proprietary code.
• Familiarity with AI‑assisted knowledge management, including drafting knowledge‑base articles, incident summaries, root‑cause analyses, and troubleshooting runbooks.
• 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 cautiously when using AI‑enabled tools.
• Ability to explain AI‑assisted findings clearly to technical and nontechnical audiences without overstating certainty.
• 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
• Communicate timely, accurate updates to customers and internal stakeholders throughout the incident lifecycle
• Maintain complete and actionable case documentation in Jira Service Management and related support systems
• Troubleshoot customer identity and access configurations
• Diagnose certificate, networking, and web application connectivity issues across customer and SimpliGov environments
• Integrations, APIs & Cloud Operations: Troubleshoot APIs, webhooks, and third‑party integrations using standard support tools
• Integrations, APIs & Cloud Operations: Supportcloud services related to identity, networking, monitoring, and application hosting
• Integrations, APIs & Cloud Operations: Analyze telemetry using Azure Monitor, Application Insights, and Log Analytics
• Integrations, APIs & Cloud Operations: Research and resolve issues involving Microsoft 365, Graph API, and other connected apps
• Product Quality & Cross‑Functional Collaboration: Partner with Engineering and Product to validate defects, assess customer impact, and track resolution
• Product Quality & Cross‑Functional Collaboration: Test bug fixes and release candidates, confirm production outcomes, and communicate changes
• Product Quality & Cross‑Functional Collaboration: Collaborate on complex implementations, integrations, and customer environment issues
• Product Quality & Cross‑Functional Collaboration: Contribute to documentation, troubleshooting playbooks, and training
• What We Offer: Medical, dental, vision insurance with employer contributions; disability insurance
• What We Offer: 11 paid holidays
• What We Offer: Flexible time off
• What We Offer: 401k with 4% employer match
• What We Offer: Monthly home office stipend
• What We Offer: Monthly wellness stipend
• Why Join SimpliGov?: Mission‑driven team transforming how government works; exposure to public‑impact projects
• Why Join SimpliGov?: EEO commitments and inclusive culture

Job description

SimpliGov is a government workflow automation platform serving state and local agencies across the US. A Technical Support Specialist in the Customer Success team supports the SaaS product, investigates complex issues, and collaborates with Engineering, Product, and Professional Services to resolve incidents and document root causes.

The role emphasizes AI tooling, security, and proactive customer communications, with remote US work and strong emphasis on incident lifecycle management and