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About the Role

The Technical Support Specialist supports SimpliGov’s SaaS platform, ensuring the reliability, security, and integrity of customer environments. This role involves investigating complex technical issues, communicating effectively with customers and internal teams, and driving incidents from diagnosis to resolution and root-cause documentation. The position leverages AI tools to maximize operational efficiency and reporting effectiveness, requiring a customer-focused, technically curious, and security-minded individual who can collaborate across departments to resolve issues and enhance the customer experience.

Responsibilities

Own escalated customer issues involving application behavior, data, workflows, integrations, authentication, connectivity, and performance.
Utilize generative AI tools to accelerate technical research, troubleshooting, case analysis, and documentation.
Create clear, structured prompts for AI tools, providing appropriate context, constraints, examples, and desired output formats.
Use AI coding assistants to develop, explain, review, and troubleshoot SQL queries, PowerShell scripts, API requests, JSON, and XML.
Employ AI to summarize logs, identify patterns, generate diagnostic hypotheses, and recommend investigation steps.
Independently validate AI-generated queries, scripts, technical conclusions, and customer communications.
Adhere to secure and responsible AI practices, including protecting customer data, credentials, personally identifiable information, confidential information, and proprietary code.
Draft knowledge-base articles, incident summaries, root-cause analyses, and troubleshooting runbooks using AI-assisted knowledge management.
Evaluate new AI tools and identify opportunities to improve support quality, response time, and operational efficiency.
Understand prompt-injection risks and cautiously handle untrusted customer content, documents, logs, and websites when using AI-enabled tools.
Clearly explain AI-assisted findings to technical and nontechnical audiences without overstating certainty.
Use diagnostics, logs, and approved tools to investigate issues and execute support procedures.
Reproduce issues, isolate causes, document findings, and determine resolution or escalation paths.
Communicate timely and accurate updates to customers and internal stakeholders throughout the incident lifecycle.
Maintain complete and actionable case documentation in Jira Service Management and related support systems.
Troubleshoot customer identity and access configurations.
Diagnose certificate, networking, and web application connectivity issues across customer and SimpliGov environments.
Troubleshoot APIs, webhooks, and third-party integrations using standard support tools.
Support cloud services related to identity, networking, monitoring, and application hosting.
Analyze telemetry using available monitoring and diagnostics tools, including Azure Monitor, Application Insights, and Log Analytics.
Research and resolve issues involving Microsoft 365, Microsoft Graph API, and other connected business applications.
Maintain safe, repeatable queries, scripts, and runbooks.
Partner with Engineering and Product to validate defects, assess customer impact, and track resolution.
Test bug fixes and release candidates, confirm production outcomes, and communicate relevant changes to Support and customer-facing teams.
Collaborate with Professional Services and Customer Success on complex implementations, integrations, and customer environment issues.
Contribute to documentation, troubleshooting playbooks, and training.
Identify recurring support trends and recommend product or process improvements.
Produce reporting dashboards, trend analysis, and executive reporting packages.

Requirements

3-5+ years of progressive technical experience in a software company.
Demonstrated track record of troubleshooting technical issues and explaining complex concepts clearly to both technical and non-technical audiences, internally and externally.
Ability to independently learn unfamiliar software platforms and business systems, and interpret technical documentation, system logs, API documentation, and vendor resources.
Advanced troubleshooting and root cause analysis across SaaS applications, integrations, databases, cloud services, and logs.
Proficiency using approved generative AI and AI-assisted development tools to support technical research, log analysis, SQL and PowerShell development, API troubleshooting, case documentation, and knowledge creation.
Ability to critically evaluate and independently validate AI-generated technical recommendations, queries, scripts, and conclusions before applying them in customer or production environments.
Understanding of responsible AI practices, including data privacy, information security, appropriate handling of customer information, and compliance with organizational AI-use policies.
Working knowledge of Azure, identity protocols, DNS, SSL/TLS, networking, and web application connectivity.
Familiarity with APIs, data formats, Postman, Jira Service Management, service desk operations, and enterprise software platforms.
Clear technical communication for case notes, customer updates, documentation, and internal guidance.
Strong customer focus, prioritization, cross-functional collaboration, and continuous improvement mindset.
SimpliGov does not currently sponsor applicants for work visas.

Skills

Generative AI tools
AI coding assistants
SQL
PowerShell
API requests
JSON
XML
Log summarization
Diagnostic hypothesis generation
Responsible AI practices
Data privacy
Information security
Prompt engineering
Prompt-injection risk awareness
Azure Monitor
Application Insights
Log Analytics
Microsoft 365
Microsoft Graph API
APIs
Webhooks
Third-party integrations
Cloud services
Identity protocols
DNS
SSL/TLS
Networking
Web application connectivity
Postman
Jira Service Management
Service desk operations
Enterprise software platforms

Location

US – Remote

Work Type

Regular
Full-time
Remote

Experience Level

3-5+ years of progressive technical experience

Education Level

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field—or equivalent combination of relevant education, certifications, and professional experience.

Salary/Compensations

$85,000 + bonus

Benefits

Medical, dental, and vision insurance plans, with significant employer contributions for employees AND dependents
Company-sponsored life, short-term, and long-term disability insurance
11 Paid holidays
Flexible time off
401k plan with 4% employer match
Monthly home office stipend
Monthly wellness stipend

About the Company

SimpliGov is a leading government workflow automation platform that helps state and local agencies digitize and streamline mission-critical processes.
Its form-building, workflow-routing, document-management, and digital-signature capabilities replace manual work with secure, auditable digital workflows.
Trusted by hundreds of U.S. government agencies, SimpliGov delivers secure, dependable SaaS technology and an exceptional customer experience.
We are growing rapidly and looking for talented, high-impact players to join our team!

Equal Opportunity

SimpliGov is an equal opportunity employer committed to a diverse, inclusive team.
We encourage candidates from all backgrounds to apply.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
SimpliGov participates in the federal government's E-Verify program, which confirms employment authorization of all newly hired employees and most existing employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security.
For new hires, the E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification on or before the first day of work.
E-Verify is not used as a tool to pre-screen candidates.