Technical Support Engineer - Government Solutions

Authorium; San Francisco (CA); On-site; USD 78,000 - 90,000; Full time

Benefits offered by this job

100% benefits coverage

401K Profit Share

Flexible PTO

Home office stipend

Comprehensive wellness benefits

Commuter stipend for hybrid roles

Job summary

Authorium is seeking an experienced Technical Customer Support Specialist to troubleshoot and resolve issues affecting government customers using the Authorium platform. In this role, you’ll help ensure agencies can deliver critical services effectively while advancing operational innovation.

You’ll collaborate with Product, Engineering and Education teams to keep product documentation accurate, assist in incident support, participate in on-call rotations, and drive proactive support initiatives

Qualifications

• Analytical reasoning and critical thinking applied to technical troubleshooting.
• Exemplary written communication and technical writing skills.
• Experience advocating for customers by identifying problems and proposing improvements.

Responsibilities

• Break down complex customer questions and craft concise, friendly responses.
• Collaborate with Product, Engineering and Education teams to keep docs up-to-date.
• Collect user feedback and translate into actionable steps for Product & Engineering.
• Participate in on-call rotations and coordinate incident relief with Product & Engineering teams.
• Work on ticket deflection projects and proactive support motions.

Skills

Technical curiosity

Customer empathy

Written communication

Problem solving

Cross-functional coordination

Ownership mindset

High EQ

Tools

Ruby on Rails

Job description

Authorium is seeking an experienced Technical Customer Support Specialist to troubleshoot and resolve issues affecting government customers using the Authorium platform. In this role, you’ll help ensure agencies can deliver critical services effectively while advancing operational innovation.

You’ll collaborate with Product, Engineering and Education teams to keep product documentation accurate, assist in incident support, participate in on-call rotations, and drive proactive support initiatives