Software Support Specialist

As a Software Support Specialist at Can/Am, you own the front line for client-reported issues in Teller, our SaaS platform used by city and county governments across North America.

You will respond to questions and problems reported by our clients, ranging from simple configuration updates to research and resolution of more complex issues and data fixes. You are responsible for understanding each issue and either resolving it or documenting and triaging it to the appropriate resource, all while meeting SLAs and keeping the client informed.

You will report to the Client Support Lead. This is a hybrid position based in our Denver, Colorado office.

We are looking for a persistent, collaborative troubleshooter who learns quickly and communicates clearly and effectively.

• Knowledge: General web application hosting and functionality, how configurable software behaves, troubleshooting complex and distributed systems, API basics, basic to intermediate SQL.
• Experience: 2+ years supporting a configurable software product, utilizing automated tools, including AI, to drive efficiency and ensure consistency when serving stakeholders.
• Skills and Abilities: Explain technical findings to non-technical client staff; hold a live queue without losing open items; be responsive to changing priorities and tasks; communicate clearly and professionally; reason about an unfamiliar configuration surface; review logs and other data to establish the root cause of problems and confirm a fix.
• Nice to have (not required): Teller configuration, AWS, Zendesk, JIRA, .NET, automated support tooling.

• Instruct the client on resolution steps they are able to perform themselves.
• Validate and apply configuration changes (SQL, XML, JSON).
• Escalate code-level problems to a Support Engineer with evidence gathered.
• Write knowledge base articles, documentation, and training materials.
• Contribute to continuous improvement of tools and processes for the support team.

What you will receive

• A challenging, fulfilling career with co-workers who interact within the framework of our values as a small, vibrant team
• A competitive pay scale
• Generous benefits
• Health
• Dental
• Vision
• Life
• 401k
• PTO
• The opportunity to make a real difference in the lives of our team

If you are qualified for this position and have a passion for solving problems other people have already given up on, we would love to hear from you! Salary Range Disclosure

Salary will generally fall between $55,000 and $75,000 annually before adjustment for geographical differences. EOE Statement

At Can/Am, we have been creating great software that empowers our clients to provide outstanding service to their customers for over 15 years. Our Teller Cashiering software is an industry-leading solution that automates and streamlines cash handling and financial management practices for County, and City governments. Can/Am serves clients across North America, with staff operating in the following locations: Edmonton Alberta and Denver Colorado.

We’ve built an engaged team of hard-working and collaborative people in our U.S. and Canadian locations. Successful Can/Am team members model these values:

• Pursue thoughtful understanding

  approaching every situation and person with compassion, seeking to gain insight at a deeper level

• Challenge reality

  aspiring to improve with candor and future-focused ambition

• Engage growth together

  cultivating a dynamic environment with opportunities to learn, have fun, and realize full potential

• Spark

  igniting joyful experiences and innovative solutions with passion and energy

• Pay it forward

  creating lasting value by investing generously in our people, platforms and community