Job Description

The Company

Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

What your impact will look like here:

• Field complex/escalated issues for high value or critical clients.
• Troubleshoot audio/video hardware and audio/video signals.
• Work directly with clients on the phone to troubleshoot hardware and cabling at client’s location.
• Work directly with clients to understand issues, document in a case, and work towards resolution.
• Uphold SLA’s regarding responsiveness on individual cases.
• Serve as an escalation point for Customer Support Representatives and be the resident product subject matter expert for a specific product suite/team.
• Taking ownership of technical issues and working with our Engineering and product groups to resolve more advanced issues when necessary.
• Validate and identify product bugs and be able to document the expected behaviors for resolution.
• Coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps.
• Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention.
• On-call support
• Help train more junior members/ customer support representatives on our software and processes
• Updating the ticket tracking system to provide an accurate, and current, status of support issues.
• Creating Knowledge Base articles to expand the knowledge for handling support issues.
• Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems.

You will love this job if you have:

• Previous experience troubleshooting audiovisual systems including understanding wire diagrams, as-builts and signal flow.
• Knowledge of video resolutions, frame rates, and video formats.
• Knowledge of broadcast video hardware including cameras, switchers, signal scalers and converters.
• Experience with live streaming events, gaming or other channel content.
• Ambitious, self-driven and an enthusiastic approach to problem-solving.
• Strong client communication skills, exhibits patience and grace in high stress (eg system down) situations to de-escalate to chart a path towards resolution.
• 1-2 years experience providing technical support for cloud-based software or services.
• Able to convey complex technical issues to other experts, as well as technical novices.
• You’ve used ticketing systems such as Zendesk, JIRA, Salesforce or other.
• You have a technical degree in Computer Science or equivalent experience (2+ yrs).

Good-to-have:

• You have relational database experience (MSSQL & PostgreSQL preferred).
• You have experience with administering windows desktops, servers and embedded systems
• You have enterprise SaaS or web-hosted software knowledge.
• You have experience with Github, CI / CD, software deployment.
• You have experience with installing audio or video systems, including home or auto projects.
• You have experience building and repairing computers.
• You have previous television or video broadcast experience.