SaaS Technical Support Technician for Government Clients

Can/Am Technologies

Highlands Ranch (CO)

On-site

USD 55,000 - 75,000

Full time

14 days+

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Benefits offered by this job

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401k

PTO

Job summary

Can/Am Technologies is seeking a Technical Support Technician 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, from configuration updates to data fixes, and triage issues to the appropriate resource while meeting SLAs.

You will report to the Client Support Lead; this position is based in the United States.

Qualifications

2+ years supporting a configurable software product.
Experience with automated tools including AI to drive efficiency.
Explain technical findings to non-technical client staff.

Responsibilities

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