This role supports high-priority clients by diagnosing and resolving advanced technical issues in a cloud-based software environment, with a primary focus on records request and public information management systems. The representative acts as a technical authority, guiding both clients and internal teams through problem identification and resolution.
Key Responsibilities
- Manage escalated technical cases from initial intake through final resolution, ensuring adherence to service level expectations
- Collaborate directly with clients to gather diagnostic details, set expectations, and communicate progress clearly
- Act as a technical escalation point for frontline support staff, providing guidance and resolution pathways
- Partner with engineering and product teams to isolate bugs, validate fixes, and clarify intended system behaviors
- Lead troubleshooting sessions, coordinate cross-functional responses, and deliver post-session summaries
- Document solutions in knowledge repositories to improve team-wide support efficiency
- Maintain accurate case records in support systems and contribute to process improvements
- Provide after-hours on-call support on a rotating basis
- Train junior team members on product functionality and support methodologies
Qualifications
Applicants must have at least one year of experience supporting cloud-hosted software services and possess strong diagnostic and communication skills. US citizenship is required due to compliance obligations, including CJIS certification involving FBI background screening and fingerprinting. Candidates must be able to explain technical concepts clearly to both technical and non-technical audiences and remain composed during high-pressure incidents.
Preferred qualifications include experience with relational databases such as MSSQL or PostgreSQL, administration of Windows systems, and familiarity with enterprise SaaS platforms. Exposure to version control systems like GitHub, CI/CD pipelines, streaming media, or web application architectures is advantageous.
Technology Environment
The role operates within a modern technical ecosystem including Zendesk for case management, JIRA for issue tracking, Salesforce for client data, and GitHub for development workflows. Core technical competencies span relational databases, web applications, scripting, internet protocols, and online payment integrations.
Work Environment
This is a remote-first position open to candidates in the United States, Canada, the UK, India, Armenia, Australia, and New Zealand. The company emphasizes flexibility, employee wellbeing, and professional growth through accessible learning resources and inclusive workplace practices.
