Technical Support Engineer II

Summary

CivicPlus is a company focused on empowering local governments through innovation and collaboration. As a Technical Support Engineer II, you will provide high-quality technical support to customers, troubleshoot complex issues, and enhance the overall support experience.

Responsibilities

• Provide exceptional technical support and service directly to customers through email, live chat, and phone
• Investigate, troubleshoot, and resolve customer issues with clear communication and thorough documentation
• Maintain detailed internal records of customer interactions using ticketing software
• Cultivate strong relationships with colleagues and customers to support long-term success
• Analyze system logs, SQL queries, API interactions, and error reports to diagnose and resolve complex technical issues across integrated products
• Use scripting languages such as Python, PowerShell, or Bash to automate troubleshooting tasks and improve efficiency
• Identify trends in technical issues and drive process improvements through proactive solutions
• Escalate unresolved issues with comprehensive documentation to designated internal teams
• Identify recurring issues and partner with product engineering teams to support resolution
• Collaborate with internal departments to help ensure customer success
• Demonstrate deep product knowledge and familiarity with CivicPlus processes
• Contribute as a subject matter expert to internal and customer-facing training documentation
• Consistently achieve or exceed service level targets
• Improve efficiency in workload management and support team operations
• Mentor new employees in troubleshooting, business processes, and product knowledge

Skills

• Strong interpersonal skills and a proactive, self-starting attitude
• Excellent written and verbal communication skills
• Technical proficiency in HTML, CSS, and JavaScript
• Proficiency in SQL database systems
• A customer-centric approach with the ability to anticipate needs and concerns
• Strong time management skills with the ability to prioritize tasks and deadlines
• A commitment to continuous improvement through training and personal development
• Bachelor's degree in Information Systems Technology or equivalent experience
• The ability to thrive in ambiguous situations

Qualifications

Must Haves

• Strong interpersonal skills and a proactive, self-starting attitude
• Excellent written and verbal communication skills
• Technical proficiency in HTML, CSS, and JavaScript
• Proficiency in SQL database systems
• A customer-centric approach with the ability to anticipate needs and concerns
• Strong time management skills with the ability to prioritize tasks and deadlines
• A commitment to continuous improvement through training and personal development
• Bachelor's degree in Information Systems Technology or equivalent experience
• The ability to thrive in ambiguous situations

Benefits

• Comprehensive health insurance
• Dental insurance
• Vision insurance
• Flexible Time Off
• 401(k) plan