Manager Technical Support

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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.

Role responsibilities

• This role is responsible for ensuring our customers receive a high standard of support when using our products.
• The mission of this role is to empower and instill confidence in our customers when using our products while striving to continuously improve the level of support provided along the way.
• The Technical Support team plays a key role in setting up customers for success and ensuring they have the tools and resources they need to harness the power of our products.
• Essential functions:
• Serve as the manager of the Technical Support Team, completing all required managerial activities, supporting the team and ensuring adequate staffing resources are in place to meet objectives and removing blockers that prevent the team from working effectively
• Ensure the technical support function in the company is operating within designated performance expectations
• Assist the team to undertake support work and resolve support cases
• Work with Product and Engineering teams to prioritize bug fixes and hot fix releases
• Hire, train and coach new support representatives
• Act as an escalation point for critical accounts or client situations
• Own the customer experience as you provide quality product and technical solutions to help customers realize their goals utilizing our products and services
• Empower and manage the wider support team to do so
• Develop, demonstrate and maintain technical skills to help troubleshoot issues, create test scenarios and investigate software issues based on customer product use
• Contribute to 24/7/365 on-call support
• Maintain and develop expert product knowledge for various Granicus products
• Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency.
• First point of contact for Implementation Support - escalated tickets, quick questions, etc.
• Work closely with Product Management and Digital Services Reliability Engineering teams to fully understand products, their use cases, roadmaps and deployment plans 
• Seamlessly manage customer request tickets to meet Service Level Agreements (SLAs) and key metrics
• Assist the team to create and maintain content about the product, including new features, in a clear and concise way and engaging with customers about these features early on in their development
• Foster and encourage engagement within the customer community through: 
• Customer Network
• Forums
• Webinars
• User group events

Requirements:

• 5+ years of increasing responsibility and management/oversight in a relevant support field, such as public sector organization or software company
• Extraordinary appetite for customer service, analytics and advancement driven by data
• Pursuit of Support and User Community best practices
• Excellent technical and support experience and a passion for process and systems improvement
• Exceptional interpersonal skills for internal and external relationship-building
• Ability to thrive in a lean, self-propelling, proactive environment
• Commitment to diversity of thought and consideration of different ideas
• BA/BS degree or equivalent

Security and Privacy Requirements

• Responsible for 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.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies. 

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Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit! 

Security and Privacy Requirements

- Responsible for 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.

- Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.

The Team

- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

The Culture

- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be

a part of our journey.

- A few culture highlights include – Employee Resource Groups to encourage diverse voices

- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and

sometimes difficult issues ranging from mental health to work-life balance and current affairs. 

- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.-=- - We bring in special guests from time to time to discuss issues that impact our employee

population 

The Impact

- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.

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 regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.