Remote AI-Driven Technical Support Specialist

SimpliGov LLC; Austin (TX); Vor Ort; USD 77.000 - 94.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Dental insurance

Vision insurance

11 paid holidays

401k with employer match

Home office stipend

Wellness stipend

Zusammenfassung

SimpliGov LLC is seeking a Technical Support Specialist focused on delivering reliable SaaS support across customer environments. You will investigate complex technical issues, coordinate with Engineering, Product, and Customer Success, and leverage AI tools to accelerate diagnostics and documentation.

The role emphasizes security, data privacy, and strong communication with customers and internal teams. Remote US-based, part of the Customer Success team, reporting to the Senior Manager,

Qualifikationen

• 3–5+ years of progressive technical experience in a software company.
• 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 ability to troubleshoot technical issues and explain complex concepts clearly to technical and nontechnical audiences.
• Ability to independently learn unfamiliar software platforms and interpret technical documentation, logs, API docs, and vendor resources.
• Advanced troubleshooting and root cause analysis across SaaS applications, integrations, databases, cloud services, and logs.
• Proficiency using approved generative AI tools to support technical research and knowledge creation.
• Understanding of responsible AI practices and data privacy.

Aufgaben

• Own escalated issues involving application behavior, data, workflows, integrations, authentication, connectivity, and performance.
• Proficiently use generative AI tools to accelerate research, troubleshooting, and documentation.
• Create clear prompts with context, constraints, examples, and output formats.
• Use AI-assisted development tools to work with SQL queries, PowerShell scripts, API requests, JSON, and XML.
• Summarize logs, identify patterns, and suggest investigation steps.
• Validate AI-generated findings and communications before use.
• Draft knowledge base articles, incident summaries, and runbooks.
• Evaluate new AI tools for impact on support quality and efficiency.
• Explain AI-assisted findings clearly to technical and nontechnical audiences.
• Troubleshoot APIs, webhooks, and third-party integrations; support cloud services; analyze telemetry via Azure tools.
• Collaborate with Engineering, Product, and Professional Services to validate defects and track resolution.

Kenntnisse

Customer-focused

Technical troubleshooting

AI-assisted research

SQL

PowerShell

API debugging

Ausbildung

Bachelor’s degree in IT/CS/IS or related field

Tools

Azure Monitor

Application Insights

Log Analytics

Jira Service Management

Postman

Jobbeschreibung

SimpliGov LLC is seeking a Technical Support Specialist focused on delivering reliable SaaS support across customer environments. You will investigate complex technical issues, coordinate with Engineering, Product, and Customer Success, and leverage AI tools to accelerate diagnostics and documentation.

The role emphasizes security, data privacy, and strong communication with customers and internal teams. Remote US-based, part of the Customer Success team, reporting to the Senior Manager,