SaaS Support Specialist - Government Software Troubleshooter

Can/Am Technologies; 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 is seeking a Software Support Specialist to own the front line for client-reported issues in Teller, our SaaS platform used by city and county governments across North America.

You will respond to questions and problems reported by clients, from simple configuration updates to data fixes, and triage or route to the appropriate resource while meeting SLA commitments and maintaining clear client communications.

Qualifications

• 2+ years supporting a configurable software product with automated tools.
• Knowledge of web app hosting, API basics, and SQL.
• Ability to explain technical findings to non-technical client staff.
• Strong communication, responsiveness to changing priorities, and professional tone.

Responsibilities

• Triage and perform initial research for incoming support tickets.
• Pursue a complete understanding of the problem and identify root cause.
• 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.
• Write knowledge base articles, documentation, and training materials.
• Contribute to continuous improvement of tools and processes for the support team.

Skills

Troubleshooter

Clear communication

Prioritization

Root cause analysis

Log and data review

Tools

Teller configuration

AWS

Zendesk

JIRA

.NET

Automated support tooling

Job description

Can/Am Technologies is seeking a Software Support Specialist to own the front line for client-reported issues in Teller, our SaaS platform used by city and county governments across North America.

You will respond to questions and problems reported by clients, from simple configuration updates to data fixes, and triage or route to the appropriate resource while meeting SLA commitments and maintaining clear client communications.