> Markdown version of [/jobs/ext/2416213-technical-support-specialist](https://www.wearedevelopers.com/jobs/ext/2416213-technical-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist - **Company:** GovWorx, Inc. - **Location:** United States (Remote available) - **Salary:** $70,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, JIRA, Software as a Service, Issue Tracking Systems, Salesforce.Com, Data Processing - **Published:** August 25, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=f1f75645d07ed565 ## About the Role * U.S. based, authorized to work in the United States * 2+ years of experience in customer support, help desk, or a similar customer-facing role, at a Technology company, preferably a SaaS company. * Must have strong troubleshooting and issue triage skills. * Comfortable managing a live queue across multiple channels (chat, email, phone) at once * Clear, professional verbal and written communication skills. * Able to work independently and meet response/resolution expectations without close supervision * Must be able to multi-task and effectively work in a dynamic, technology forward environment. * Must have working experience with AI tools, including processing data, generating effective prompts, and utilizing AI for efficiency. * Must be able to obtain CJIS clearance in all States. * Available for core business hours and periodic on-call rotation * Experience with Intercom, SalesForce, JIRA, or a comparable support/ticketing platforms - Exposure to 9-1-1, public safety, or government technology environments is preferred * Comfortable working in Slack-based team workflows ## Description The Technical Support Specialist is a customer-facing role responsible for receiving, documenting, and triaging of all incoming customer issues. This person must be able to resolve moderately complex product and integration issues and deliver a high-quality customer support experience. The role requires independent troubleshooting ability, clear communication with both technical and non-technical stakeholders, and sound judgment on when to escalate. This person is expected to have working knowledge of our products and address usability and training issues., * Be the first point of contact for customers reaching out by chat, email, phone, or through internal request channels, and log every interaction as a support ticket with complete, accurate details. * Respond to new requests promptly and prioritize the issues based on the SLA matrix and operational impact on the customer. * Address, resolve, or route tickets properly, according to GovWorx support processes in a timely, complete, and accurate manner. * Keep customer records accurate and up to date in our support system. * Follow up persistently on tickets that are missing information, and know when it's appropriate to close a stalled request * Monitor system alerts for "down" notifications, and perform the necessary actions in a timely manner. * Own customer communication for every open ticket from start to finish * Provide proactive updates, product announcements, known issues, process changes - to keep customers informed. * Actively participate in the on-call rotation coverage for after-hours support needs * Perform a regular review and audit of outstanding issues to identify the most appropriate action, including but not limited to customer outreach, escalation, or closure. ## Related Videos - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Implementing continuous delivery in a data processing pipeline](https://www.wearedevelopers.com/videos/73-implementing-continuous-delivery-in-a-data-processing-pipeline) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Why and when should we consider Stream Processing frameworks in our solutions](https://www.wearedevelopers.com/videos/1085-why-and-when-should-we-consider-stream-processing-frameworks-in-our-solutions) ## Related Articles - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Dev Digest 132 - Binging WADFlix?](https://www.wearedevelopers.com/magazine/473-dev-digest-132-binging-wadflix)