SaaS GovTech Support Technician

Can/Am Technologies, Inc.; Highlands Ranch (CO); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health

Dental

Vision

Life

401k

PTO

Job summary

Can/Am Technologies, a North American software provider for government clients, seeks a Technical Support Technician to own frontline issue resolution in Teller, our SaaS platform. You will triage questions, research problems, and guide clients through fixes while logging outcomes and improvements.

You will report to the Client Support Lead, and the role is based in the United States. A collaborative, customer-focused mindset is essential.

Qualifications

• 2+ years supporting a configurable software product.
• Experience using automated tools, including AI, to drive efficiency.
• Ability to explain technical findings to non-technical client staff.
• Maintain live queue and adapt to changing priorities while staying responsive.
• Basic to intermediate SQL and API concepts.

Responsibilities

• Triage and perform initial research for incoming support tickets.
• Pursue a complete understanding of the problem and gather necessary context.
• Investigate database and application logs to establish what happened.
• Instruct the client on resolution steps they can perform themselves.
• Validate and apply configuration changes (SQL, XML, JSON).
• Escalate code-level problems to a Support Engineer with evidence gathered.
• Write knowledge base articles, documentation, and training materials.
• Contribute to continuous improvement of tools and processes for the support team.

Skills

Web app basics

API basics

SQL basics

Troubleshooting

Communication

AI tooling usage

Tools

AWS

Zendesk

JIRA

.NET

Job description

Can/Am Technologies, a North American software provider for government clients, seeks a Technical Support Technician to own frontline issue resolution in Teller, our SaaS platform. You will triage questions, research problems, and guide clients through fixes while logging outcomes and improvements.

You will report to the Client Support Lead, and the role is based in the United States. A collaborative, customer-focused mindset is essential.