Senior Technical Support Specialist

HS GovTech; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

HS GovTech in the United States is seeking a Senior Technical Support Specialist to serve as a subject matter expert for our SaaS platform used by government clients. You will provide Tier II/III support, troubleshoot complex issues, guide configuration and data workflows, manage tickets, and collaborate with Product, Development, QA, and Implementation teams to drive successful customer outcomes.

The role requires strong communication, problem-solving, and a proactive approach to knowledge

Qualifications

• 5+ years of experience supporting enterprise or SaaS software platforms.
• 3+ years of advanced technical support, application support, or software support experience.
• Experience supporting highly configurable software solutions with complex workflows and business rules.
• Hands-on experience using JIRA, Jira Service Management, Zendesk, Salesforce Service Cloud, or similar ticketing platforms.
• Strong understanding of SaaS application architecture and cloud-based environments.
• Demonstrated ability to conduct root cause analysis and drive issue resolution.
• Excellent verbal and written communication skills.
• Proven ability to manage multiple priorities while maintaining customer satisfaction.

Responsibilities

• Provide Tier II/Tier III support for HS GovTech's SaaS platform.
• Troubleshoot complex software, configuration, workflow, integration, and data-related issues.
• Analyze logs, system behavior, configuration settings, and customer-reported issues to identify root causes.
• Resolve technical issues while maintaining established service level agreements (SLAs).
• Escalate product defects and high-impact issues with detailed documentation and reproduction steps.
• Manage support requests using JIRA and related support platforms.
• Create, update, prioritize, and track tickets throughout the issue lifecycle.
• Maintain accurate case documentation, troubleshooting notes, and resolution details.
• Monitor support queues and ensure timely customer communication and follow-up.
• Coordinate incident response activities for critical customer-impacting issues.
• Support client-specific configurations, workflows, user roles, permissions, forms, notifications, and business processes.
• Assist customers with system administration and platform optimization.
• Validate and test configuration changes before deployment.
• Collaborate with implementation teams during customer onboarding, upgrades, and feature deployments.
• Serve as a trusted technical advisor for municipal and government customers.
• Communicate complex technical concepts to both technical and non-technical stakeholders.
• Deliver product guidance, training sessions, and best-practice recommendations.
• Maintain a high level of customer satisfaction through professional and proactive support.
• Partner closely with Product Management, Development, QA, and Professional Services teams.
• Translate customer issues into actionable technical requirements.
• Assist with user acceptance testing (UAT) and validation of issue resolutions.
• Provide feedback to product teams regarding recurring issues, enhancement opportunities, and customer needs.
• Contribute to internal and customer-facing knowledge base articles.
• Identify trends, recurring issues, and opportunities to improve product usability and support processes.
• Recommend enhancements to workflows, documentation, and support practices.
• Stay current on product releases, new functionality, and municipal technology trends.

Skills

Advanced technical support

SaaS knowledge

Root cause analysis

Ticket management

Customer relationship management

Tools

JIRA

Jira Service Management

Zendesk

Salesforce Service Cloud

Job description

About HS GovTech

HS GovTech delivers mission-critical software solutions that empower government agencies to manage inspections, permitting, licensing, compliance, enforcement, and public health workflows. Our highly configurable SaaS platform supports municipalities, counties, state agencies, and other government organizations across North America.

Position Summary

The Senior Technical Support Specialist serves as a subject matter expert for HS GovTech's SaaS platform, providing advanced technical support, troubleshooting, configuration guidance, and issue resolution for government clients.

This role requires a strong combination of technical expertise, analytical problem-solving, customer relationship management, and experience supporting complex, highly configurable software applications. The ideal candidate thrives in a fast-paced SaaS environment, effectively manages competing priorities, and partners closely with Product, Development, QA, and Implementation teams to drive successful customer outcomes.

Key Responsibilities

Advanced Technical Support

• Provide Tier II/Tier III application support for HS GovTech's SaaS platform.
• Troubleshoot complex software, configuration, workflow, integration, and data-related issues.
• Analyze logs, system behavior, configuration settings, and customer-reported issues to identify root causes.
• Resolve technical issues while maintaining established service level agreements (SLAs).
• Escalate product defects and high-impact issues with detailed documentation and reproduction steps.

Ticket & Incident Management

• Manage support requests using JIRA and related support platforms.
• Create, update, prioritize, and track tickets throughout the issue lifecycle.
• Maintain accurate case documentation, troubleshooting notes, and resolution details.
• Monitor support queues and ensure timely customer communication and follow-up.
• Coordinate incident response activities for critical customer-impacting issues.

SaaS Platform Configuration & Administration

• Support client-specific configurations, workflows, user roles, permissions, forms, notifications, and business processes.
• Assist customers with system administration and platform optimization.
• Validate and test configuration changes before deployment.
• Collaborate with implementation teams during customer onboarding, upgrades, and feature deployments.

Customer Engagement & Training

• Serve as a trusted technical advisor for municipal and government customers.
• Communicate complex technical concepts to both technical and non-technical stakeholders.
• Deliver product guidance, training sessions, and best-practice recommendations.
• Maintain a high level of customer satisfaction through professional and proactive support.

Cross-Functional Collaboration

• Partner closely with Product Management, Development, QA, and Professional Services teams.
• Translate customer issues into actionable technical requirements.
• Assist with user acceptance testing (UAT) and validation of issue resolutions.
• Provide feedback to product teams regarding recurring issues, enhancement opportunities, and customer needs.

Continuous Improvement

• Contribute to internal and customer-facing knowledge base articles.
• Identify trends, recurring issues, and opportunities to improve product usability and support processes.
• Recommend enhancements to workflows, documentation, and support practices.
• Stay current on product releases, new functionality, and municipal technology trends.

Required Qualifications

• 5+ years of experience supporting enterprise or SaaS software platforms.
• 3+ years of advanced technical support, application support, or software support experience.
• Experience supporting highly configurable software solutions with complex workflows and business rules.
• Hands-on experience using JIRA, Jira Service Management, Zendesk, Salesforce Service Cloud, or similar ticketing platforms.
• Strong understanding of SaaS application architecture and cloud-based environments.
• Experience troubleshooting:
• Application configuration
• User permissions and security roles
• Data integrity and validation issues
• Workflow and process automation
• API and integration-related issues
• Demonstrated ability to conduct root cause analysis and drive issue resolution.
• Excellent verbal and written communication skills.
• Proven ability to manage multiple priorities while maintaining customer satisfaction.

Preferred Qualifications

• Experience supporting software solutions for government, municipal, regulatory, public health, permitting, licensing, inspections, code enforcement, or compliance agencies.
• Experience working directly with municipalities, counties, state agencies, or other public sector organizations.
• Familiarity with relational databases and SQL for troubleshooting and data validation.
• Experience with REST APIs, integrations, JSON, web services, or middleware platforms.
• Experience working in an Agile development environment.
• Knowledge of Azure, AWS, or cloud-hosted SaaS infrastructure.
• Experience with software implementation, onboarding, or customer success initiatives.
• ITIL Foundation certification or comparable service management experience.

Core Competencies

• Advanced Technical Troubleshooting
• SaaS Application Support
• JIRA Ticket Management
• Root Cause Analysis
• Software Configuration
• Customer Relationship Management
• Incident Management
• Municipal Government Software Support
• Cross-Functional Collaboration
• Technical Documentation
• Process Improvement
• Communication & Customer Service

What Success Looks Like

• Delivers timely resolution of complex customer issues.
• Maintains high customer satisfaction and SLA compliance.
• Serves as a trusted technical resource for government clients.
• Reduces recurring issues through proactive analysis and documentation.
• Strengthens collaboration between customers, support, product, and engineering teams.
• Contributes to ongoing improvement of HS GovTech's platform and customer experience.