Technical Support Specialist

OpenGov; United States; On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Comprehensive healthcare options

Flexible vacation policy

401(k) with company match

Paid parental leave

Wellness stipends

Professional development opportunities

Catered lunches in office

Job summary

OpenGov seeks a Technical Support Specialist to train and assist government clients across the U.S. in OpenGov products, using AI to solve complex problems. The role emphasizes learning, mentorship, and growth in a fast-paced environment.

The ideal candidate has a technical degree (CS preferred), strong problem-solving skills, and the ability to communicate clearly with public sector leaders. This in-office role offers ongoing training and clear advancement paths.

Qualifications

• Experience in working with/troubleshooting data management and ETL pipelines, API data failures, CSS coding, invoicing, and procurement tools.
• Strong drive to build clear documentation and train customers.
• Excellent interpersonal, written and verbal communication skills required.
• Able to learn new technologies quickly and manage multiple priorities.

Responsibilities

• Provide omnichannel technical support to achieve key performance goals.
• Use Salesforce Service Cloud for case management and First Contact Resolution.
• Assess, prioritize, and escalate incoming cases with technical judgment.
• Triage incidents by severity and content; reproduce steps and document outcomes.
• Research tools to determine known issues and guide resolutions.
• Troubleshoot a wide range of technologies and document steps to reproduce.
• Deliver technical guidance and training to customers and internal teams.
• Contribute to knowledge base and participate in training sessions.
• Utilize AI tools to service more customers faster with higher quality.

Skills

Data Management

ETLWorks pipeline

API data failures

CSS Coding

AP Invoicing

Utility Billing

Budgeting

Permitting

Procurement Software

SQL

GIS Integrations

AI interest

Education

Computer Science degree preferred

Tools

Salesforce Service Cloud

Job description

OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management, procurement and contract management, accounting and budgeting, billing and revenue management, permitting and licensing, and transparency and open data. These solutions come together in the OpenGov ERP, allowing public sector organizations to focus on priorities and deliver maximum ROI with every dollar and decision in sync. Learn about OpenGov’s mission to power more effective and accountable government and the vision of high-performance government for every community at OpenGov.com.

Job Summary:

The Technical Support Specialist plays a pivotal role in fostering OpenGov's business growth. You'll connect with government leaders across the country, training and supporting them in OpenGov products to transform how they serve their communities. The ideal candidate should possess a technical degree (Computer Science degree preferred), be energized by analytical problem solving, and be interested in learning about and using AI to solve complex problems.

This entry-level position is designed for individuals eager to learn and grow within a fast-paced environment. You’ll receive hands-on training, mentorship, and clear pathways for advancement.

The Technical Support Specialist provides our customers omni-channel support via Phone, Chat, Web, and Email. The Technical Support Specialist independently manages their case backlog by assessing, analyzing, and providing technical expertise towards resolution while delivering high customer satisfaction. This position also requires providing technical guidance up to including impromptu software training.

Responsibilities:

• Provide customer technical support via omnichannel interactions in order to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels.

• Utilize service management system (Salesforce Service Cloud) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support.

• Independently assess and prioritize incoming cases, applying technical judgment to determine appropriate resolutions or escalations.

• Triage customer reported incidents for severity, urgency and content to ensure consistency and quality.

• Perform research across various tools to determine if the incident is a known issue or defect.

• Troubleshoot a wide range of technologies and replicate incidents versus the expected results and document steps to reproduce.

• Provide technical guidance and software training to customers and internal teams, influencing best practices and support strategies.

• Contribute to the existing knowledge base to support customer self-service and training.

• Participate in scheduled training sessions to learn internal and proprietary technologies.

• Utilizing AI tools to service more customers faster with higher quality.

Requirements and Preferred Experience:

• Experience in working with/troubleshooting and of the following: Data Management, ETLWorks pipeline, API data failures, CSS Coding, and/or AP Invoicing, Utility Billing, Budgeting, Permitting, Procurement Products/Software, SQL, GIS Integrations

• Interest in building strong interpersonal, written and verbal communication skills required.

• Strong technical aptitude to problem solve and understand complicated problem statements required.

• Ability to develop and maintain clear documentation for triaging, responding to, troubleshooting, and resolving issues.

• Excellent organizational, time-management, and prioritization skills required.

• Ability to collaborate and thrive within a team environment required.

• Ability to learn new technologies and concepts quickly required.

• Ability to handle multiple competing priorities required.

• Must be able to work specific shifts Monday through Friday to provide support during our business hours.

• In-Office Monday through Friday.

• Participate in rotating on-call after business hours support are occasionally required.

• Experience or interest in using AI

Compensation:

$50,000 - $55,000

On target ranges above include base plus a portion of variable compensation that is earned based on company and individual performance.

The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

Why OpenGov?

A Mission That Matters.

At OpenGov, public service is personal. We are passionate about our mission to power more effective and accountable government. Government that operates efficiently, adapts to change, and strengthens public trust. Some people say this is boring. We think it’s the core of our democracy.

Opportunity to Innovate

The next great wave of innovation is unfolding with AI, and it will impact everything—from the way we work to the way governments interact with their residents. Join a trusted team with the passion, technology, and expertise to drive innovation and bring AI to local government. We’ve touched 2,000 communities so far, and we’re just getting started.

A Team of Passionate, Driven People

This isn’t your typical 9‑to‑5 job; we operate in a fast‑paced, results‑driven environment where impact matters more than simply clocking in and out. Our global team of 800+ employees is united in our commitment to challenge the status quo. OpenGov is headquartered in San Francisco and has offices in Atlanta, Boston, Chicago, Dubuque, Dallas, and Pune.

A Place to Make Your Mark

We pride ourselves on our performance‑based culture, where every employee is encouraged to jump in head‑first and take action to help us improve. If you have a great idea, we want to hear it. Excellent performance is recognized and rewarded, and we love to promote from within.

Benefits That Work for You

Enjoy an award‑winning workplace with the benefits to match, including:

• Comprehensive healthcare options for individuals and families

• Flexible vacation policy and paid company holidays

• 401(k) with company match

• Paid parental leave, wellness stipends, and HSA contributions

• Professional development and growth opportunities

• A collaborative office environment with weekly catered lunches.