Granicus LLC
At Granicus, our mission is to help bring government and citizens closer together.
United States (Remote)
Remote

Technical Support Engineer

| United States (Remote) +1 more | Remote
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Granicus is the leading provider of citizen engagement technologies and services for the public sector, bringing governments closer to the people they serve with the first-and-only Civic Engagement Platform. Granicus works with more than 5,500 government organizations and connects more than 280 million people in the largest Citizen Subscriber Network of its kind.

The Support Engineer is a detective whose knowledge of software implementations, online payment system integrations, relational databases, scripting, web applications, networks and general knowledge of internet communication protocols provides a valuable insight for solving problems. They are responsible for providing high-quality technical support for the Granicus software services we provide to the government and public.
 
This person will also work on other programming and documentation projects as required. The Technical Support team partners with the Customer Support team in maintaining a “Customer Focused” environment, partnering with our stakeholders to achieve the highest customer lifetime value and satisfaction.

What You'll Do:

  • Ticket escalation from Customer Support and professional services teams.
  • On-call rotation for Production Application Support.
  • Responsiblefor Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
  • Taking ownership of technical issues and working with other Engineering groups to resolve more advanced issues when necessary.
  • Resolving escalated customer complaints without the need for team lead intervention.
  • 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.
  • Other duties as assigned

Who You Are:

  • Ambitious, self-driven and an enthusiastic approach to problem-solving.
  • You have relational database experience (MSSQL & PostgreSQL preferred).
  • You have a technical degree in Computer Science or equivalent experience (2+ yrs.).
  • You have enterprise SaaS or web-hosted software knowledge.
  • You have experience with coding in Python and PHP.
  • You have familiarity with Javascript and other languages like C#, angular.
  • You have experience with basic level sysadmin for Windows & Linux.
  • You have experience using AWS & Azure services.
  • You have familiarity with API’s using SOAP & REST calls.
  • You have experience with Github, CI / CD, software deployment.
  • You’ve used ticketing systems such as JIRA or a bug tracking system.
  • You have a technical understanding of agile SDLC.

NOTE: Granicus is subject to the Executive Order requiring employees of federal contractors to be fully vaccinated for COVID-19.

(Colorado only*) Minimum salary range between $55,000 - $70,000 + bonus + benefits.
*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.

Benefits: At Granicus, we offer a competitive benefits package that allows employees to tailor benefits to their needs. Benefits listed below are for employees based in the U.S.
- Flexible Time Off
- Medical (includes an option that is paid 100% by Granicus!), Dental & Vision Insurance
- 401(k) plan with matching contribution
- Tuition & Training Reimbursement
- Paid Parental Leave
- Employer-paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D Insurance
- Group legal coverage 
- Transit and/or parking supplement for office-based employees
- Free snacks and drinks in our offices
- And more!

Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law. 

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Candidate Location Eligibility:
Colorado, CO

Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • OracleDatabases
    • PostgreSQLDatabases
    • SalesforceCRM
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What are Granicus LLC Perks + Benefits

Granicus LLC Benefits Overview

Flexible Time Off
Medical (includes an option that is paid 100% by Granicus!), Dental & Vision Insurance
401(k) plan with matching contribution
Tuition & Training Reimbursement
Paid Parental Leave
Employer paid Short and Long Term Disability Insurance, Group Term Life Insurance and AD&D Insurance
Group legal coverage
Transit and/or parking supplement for office based employees
Free snacks and drinks in our offices
And more!

Culture
Volunteer in local community
Granicus has a dedicated impact team called Givicus that organizes different volunteer opportunities for our teams. We recently completed a book drive, food drive and a day at Habitat for Humanity.
Partners with Nonprofits
Granicus partners with Habitat for Humanity, DayMaker, and Hour of Code to help the communities that we serve.
Eat lunch together
Intracompany committees
Granicus has various impact teams for fun activities, volunteering and uniting the 3 main offices!
Daily sync
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Women at Granicus ERG, Black Leadership Group, Givicus is our philanthropy based community service group.
Hiring Practices that Promote Diversity
Unconscious Bias training is mandatory for all hiring managers. Extensive interview training for all interview panel members
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Granicus has a remote-first policy. If you are located near one of our office locations, you are welcome to go in but, it will never be required.
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Some Meals Provided
Parking
Fitness Subsidies
Up to $250 per year fitness allowance.
Home Office Stipend for Remote Employees
Professional Development Benefits
Tuition Reimbursement
Cross functional training encouraged
Promote from within
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

Access to LinkedIn Learning, Tree house and safari books.

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