Technical Support Representative

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.

You will be required to work in a 24/7 operations which comprises 40 hours each week across 5-day shift per week which including possibly public holidays and weekend working.

The Process

- Assessment – Take a quick assessment.

- Phone screen – Speak to one of our talented recruiters to ensure this could be a fit.

- Coding – Take a quick coding test online.

- Hiring Manager/Panel interview – Talk to the hiring manager so they can learn more about you and you about Granicus. Meet more members on the team! Learn more and share more.

- Reference checks – Provide 2 references so we can hear about your awesomeness.

- Verbal offer – Let’s talk numbers, benefits, culture and answer any questions.

- Written offer – Sign a formal letter and get excited because we sure are!

Benefits at Granicus India:

Along with the challenges of the job, Granicus offers employees an attractive benefits package which includes –

- Hospitalization Insurance Policy covering employees and their family members including parents

- All employees are covered under Personal Accident Insurance & Term Life Insurance policy

- All employees can avail annual health check facility

- Eligible for reimbursement of telephone and internet expenses

- Wellness Allowance to avail health club memberships and/or access to physical fitness centers

- Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter

- Memberships for ‘meditation and mindfulness ‘ apps including on-demand mental health support 24/7 

- Access to learning management system Say., Udemy Learning Premium account membership & many more

- Access to Rewards & recognition portal and quarterly recognition program

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.

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.