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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Junior Technical Support Specialist - **Company:** HS GOVTECH USA INC. - **Location:** United States (Remote available) - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Testing (Software), Multitier Architecture, Application Programming Interfaces (APIs), Agile Methodology, Application Configuration Access Protocols, Software Applications, Computing Platforms, JIRA, Software Bug Management, Software as a Service, Databases, Issue Tracking Systems, Knowledge Management, Microsoft Office, Remote Service Software, Salesforce.Com, Software Configuration Management, SQL Databases, Systems Integration, Web Applications, Web Navigation, Information Technology, Zendesk - **Published:** October 13, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=5ba7e5dc07737038 ## About the Role The ideal candidate is customer-focused, technically curious, highly organized, and eager to learn complex software systems. This position offers opportunities to develop expertise in SaaS technology, municipal government software, application configuration, and technical problem-solving., * 1-3 years of experience in technical support, application support, help desk, customer support, or SaaS support environments. * Experience working with ticketing systems such as JIRA, Jira Service Management, Zendesk, Freshdesk, Salesforce Service Cloud, or similar platforms. * Strong troubleshooting and problem-solving skills. * Excellent verbal and written communication skills. * Ability to learn complex software applications and business processes quickly. * Strong organizational and time-management skills. * Experience managing multiple tasks and priorities in a fast-paced environment. * Customer-focused mindset with strong attention to detail. * Proficiency with Microsoft Office 365 and common web-based applications. Preferred Qualifications * Experience supporting SaaS or cloud-based software applications. * Familiarity with government, municipal, regulatory, permitting, licensing, public health, or compliance software. * Basic understanding of databases, SQL, APIs, or software integrations. * Experience performing software testing or quality assurance activities. * Experience delivering customer training or system demonstrations. * Associate's or Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field. * Exposure to Agile development environments. Technical Skills Preferred experience in one or more of the following: * JIRA / Jira Service Management * SaaS Application Support * User Account Administration * Software Configuration * Customer Relationship Management (CRM) Platforms * Microsoft Office 365 * Web-Based Applications * SQL Fundamentals * API Fundamentals * Ticket Management & Documentation * Remote Support Tools Core Competencies * Technical Aptitude * Customer Service Excellence * Problem Solving * Attention to Detail * Effective Communication * Team Collaboration * Time Management * Adaptability * Continuous Learning * Documentation & Knowledge Management, The ideal Junior Technical Support Specialist candidate for HS GovTech is someone who has 1-3 years supporting SaaS software, is comfortable using JIRA or similar ticketing tools, possesses strong customer-facing communication skills, and demonstrates the aptitude to learn a highly configurable and complex municipal software platform. While advanced technical expertise is not required, candidates should show the analytical mindset and technical curiosity necessary to grow into a Senior Technical Support Specialist role. ## Description The Junior Technical Support Specialist serves as a frontline technical resource supporting HS GovTech's SaaS platform. This role is responsible for assisting customers with software questions, troubleshooting technical issues, documenting support cases, and providing configuration guidance., Customer & Technical Support * Provide Tier I and Tier II support for HS GovTech software applications. * Respond to customer inquiries via phone, email, ticketing systems, and remote support sessions. * Troubleshoot application, user access, configuration, and workflow-related issues. * Document customer issues, troubleshooting steps, and resolutions accurately. * Escalate complex issues to senior team members when necessary. Ticket Management * Manage support requests through JIRA, Jira Service Management, or similar ticketing platforms. * Maintain accurate and detailed case records. * Prioritize and track issues based on severity and business impact. * Ensure timely customer communication and follow-up throughout the issue lifecycle. * Meet established service-level expectations and support metrics. SaaS Platform Support * Assist customers with system navigation, software functionality, user permissions, and basic configuration changes. * Support clients in understanding workflows, forms, notifications, and application features. * Validate reported issues and reproduce problems when possible. * Participate in testing bug fixes and new product functionality. Customer Training & Guidance * Provide basic product guidance and end-user assistance. * Assist with creation and maintenance of customer-facing documentation and knowledge base articles. * Deliver excellent customer service while building positive customer relationships. * Communicate technical concepts clearly to non-technical users. Team Collaboration * Work closely with Technical Support, Product, QA, Development, and Implementation teams. * Share customer feedback and recurring issues with internal stakeholders. * Participate in team meetings, product training, and continuous learning opportunities. * Contribute to ongoing process and documentation improvements., * Resolves customer inquiries accurately and professionally. * Maintains high customer satisfaction ratings. * Demonstrates strong product knowledge and technical growth. * Consistently meets service-level expectations and ticket management standards. * Provides thorough and accurate case documentation. * Successfully develops expertise in HS GovTech's software platform and municipal government workflows. * Effectively collaborates with senior support, product, and engineering teams.