Technical Customer Support Specialist

• 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.

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

• Technical Curiosity
• Applies analytical reasoning and critical thinking skills to technical troubleshooting.
• Possesses a passion for exploring new technologies and problem-solving in dynamic environments.
• Thrives in an environment where their work has impact and high visibility.
• Customer Communication and Empathy
• Exemplary written communication and technical writing skills
• Experience advocating for customers by proactively identifying problems and suggesting creative solutions to update processes to benefit the customer experience
• Demonstrates experience with providing high-touch customer support over email and in live settings
• Technical Acumen
• Depth in Support Engineering or Software Engineering
• Experience in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and issue resolution.
• Experience working with engineering and product teams as part of the software development process
• Experience troubleshooting API calls and integrations
• Preferred: experience with Ruby on Rails, * 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.

Pulled from the full job description

• Work from home stipend
• 401(k)
• Paid time off, * 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.

Compensation Range: $78K - $90K