Technical Support Engineer II

The Technical Support Engineer II is responsible for delivering technical support and customer service across CivicPlus products, utilizing email, live chat, and phone channels, and ensuring a superior support experience for customers.

Requirements

• Provide exceptional technical support and service directly to customers
• Investigate, troubleshoot, and resolve customer issues with clarity and thorough documentation
• Maintain detailed internal records of all interactions using ticketing software
• Cultivate strong relationships with colleagues and customers
• Escalate unresolved issues with comprehensive documentation to designated internal teams
• Identify and escalate recurring issues, facilitating their resolution by product engineering teams
• Collaborate with internal departments to ensure customer success
• Demonstrate deep product knowledge and familiarity with CivicPlus processes
• Act as a subject matter expert, contributing to internal and customer-facing training documentation
• Consistently achieve or exceed service level targets
• Drive efficiency improvements in workload management
• Mentor new employees, providing training in troubleshooting, business processes, and product knowledge

Benefits

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