Technical Customer Support Specialist

Authorium; Washington; Hybrid; USD 78,000 - 90,000; Full time

Benefits offered by this job

Salary range $78,000-$90,000

100% benefits coverage

401K profit share

Flexible PTO

Home office stipend

Wellness benefits

Commuter stipend for hybrid roles

Job summary

Authorium is seeking a Technical Customer Support Specialist to troubleshoot issues affecting government customers using the Authorium platform. You will help ensure agencies can deliver critical services while advancing operational innovation.

Located in San Francisco or Washington DC, the role requires in-office presence Monday-Thursday with a hybrid work model and a home office stipend. You will engage with Product, Engineering and Education teams to improve documentation and respond to

Qualifications

• Technical curiosity and problem-solving mindset.
• Strong written and oral communication with customers.
• Solid technical acumen to troubleshoot and explain issues.

Responsibilities

• Provide excellent customer support for the Authorium platform.
• Collaborate with Product, Engineering and Education to keep docs up-to-date.

Skills

Technical curiosity

Customer communication

Technical acumen

Job description

About Authorium

Authorium’s customers are seasoned government executives, on the cutting edge and deeply committed to innovating complex, manual document processes such as procurement, budgeting, grants and more.

We are looking for an experienced Technical Customer Support Specialist to troubleshoot and resolve issues affecting customers’ use of the Authorium platform. In this role, you’ll help ensure government agencies can deliver critical services effectively while advancing their operational innovation.

What You’ll Do

• Customer Support Excellence : Break down complex customer questions into manageable pieces, dive into the Authorium platform to find the answers to those questions, and craft concise and friendly responses.

• Product Enablement : Work with our Product, Engineering, and Education teams to ensure our product documentation and examples are up-to-date and accurate.

• Feedback Aggregation : Collect user feedback and turn it into actionable next steps for Product & Engineering

• Incident Support : Participate in regular rotations for weekday and on-call coverage, providing emergency support to enterprise customers, and working with Product & Engineering teams to coordinate incident relief, resolution, and communications.

• Proactive Solutions : Work on ticket deflection projects and proactive support motions to eliminate common ticket trends.

Requirements

Knowledge & Experience

The Technical Customer Support Specialist requires a combination of high customer empathy and communication, technical curiosity, and technical acumen.

• Technical Curiosity

• Customer Communication and Empathy

• Technical Acumen

Personal Attributes

• Strong decision-making skills, quick to take ownership, and skilled in cross-functional coordination with other stakeholders and colleagues.

• Has a sense of urgency and finds the most efficient way to move forward on a given task or effort.

• Displays excellent listening, interpersonal, written and oral communication skills.

• Naturally curious, eager to learn and proactive in sharing knowledge with others.

• Effectively prioritizes and executes tasks while under pressure

• Demonstrates a high EQ, often described as the best collaborator and go-to person on a team

• Process-oriented with an automation/efficiency mindset

• Comfortable navigating ambiguity and thriving in a rapidly evolving startup environment.

• Values the mission of Authorium. Shares Authorium’s commitment to improving government operations and actively contributes to that mission.

• San Francisco or Washington DC Based: Energized by an in-office (Monday-Thursday) collaborative culture.

Benefits

• Salary Range: $78,000-$90,000

• 100% benefits coverage for employee

• 401K Profit Share plan

• Flexible PTO

• Home office stipend

• Comprehensive wellness benefits

• Commuter stipend for hybrid roles

Why Join Authorium?

Join a team that’s passionate about driving innovation in government processes. At Authorium, you’ll have the opportunity to make a meaningful impact while working alongside a supportive and dynamic team.