Remote AI-Driven Technical Support Specialist

Simpligov; Austin (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

SimpliGov is seeking a Technical Support Specialist to support our SaaS platform from a remote US location. The role focuses on diagnosing complex issues, leveraging AI tools, and communicating clearly with customers and internal teams to drive incidents to resolution.

The ideal candidate will be customer-focused, technically curious, and security-minded, with the ability to collaborate across Support, Engineering, Product, Professional Services, and Customer Success to improve operations and

Qualifications

• Experience using generative AI tools to accelerate troubleshooting.
• Ability to create clear prompts with context and constraints.
• Experience debugging SQL, PowerShell, API requests, JSON, and XML.
• Familiarity with secure AI practices and data protection.
• Ability to document incident summaries and root-cause analyses.

Responsibilities

• Own escalated issues involving application behavior, data, workflows, integrations, authentication, connectivity, and performance.
• Use AI tools to diagnose, document, and resolve incidents.
• Collaborate across Support, Engineering, Product, and Customer Success to resolve issues.
• Validate AI-generated queries and communications before use.
• Maintain complete case documentation in Jira Service Management.

Skills

Customer focus

Technical curiosity

Security-minded

AI tooling literacy

Tools

SQL

PowerShell

JSON

XML

Jira Service Management

Azure Monitor

Application Insights

Job description

SimpliGov is seeking a Technical Support Specialist to support our SaaS platform from a remote US location. The role focuses on diagnosing complex issues, leveraging AI tools, and communicating clearly with customers and internal teams to drive incidents to resolution.

The ideal candidate will be customer-focused, technically curious, and security-minded, with the ability to collaborate across Support, Engineering, Product, Professional Services, and Customer Success to improve operations and