Technical Support Specialist, Authorium
$65-85k
Technology procurement platform for governments
Open for applications
Technology procurement platform for governments
21-100 employees
Open for applications
$65-85k
21-100 employees
Company mission
City Innovate's mission is to make technology a force for social good in government.
Role
Who you are
- The Technical Customer Support Specialist requires a combination of high customer empathy and communication, technical curiosity, and technical acumen
- Applies analytical reasoning and critical thinking skills to technical troubleshooting
- Possesses a passion for exploring new technologies and problem-solving in dynamic environments
- Thrives in an environment where their work has impact and high visibility
- Customer Communication and Empathy
- Exemplary written communication and technical writing skills
- Experience advocating for customers by proactively identifying problems and suggesting creative solutions to update processes to benefit the customer experience
- Demonstrates experience with providing high-touch customer support over email and in live settings
- Depth in Support Engineering or Software Engineering
- Experience in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and issue resolution
- Experience working with engineering and product teams as part of the software development process
- Experience troubleshooting API calls and integrations
- Preferred: experience with Ruby on Rails
- Strong decision-making skills, quick to take ownership, and skilled in cross-functional coordination with other stakeholders and colleagues
- Has a sense of urgency and finds the most efficient way to move forward on a given task or effort
- Displays excellent listening, interpersonal, written and oral communication skills
- Naturally curious, eager to learn and proactive in sharing knowledge with others
- Effectively prioritizes and executes tasks while under pressure
- Demonstrates a high EQ, often described as the best collaborator and go-to person on a team
- Process-oriented with an automation/efficiency mindset
- Comfortable navigating ambiguity and thriving in a rapidly evolving startup environment
- Values the mission of Authorium. Shares Authorium's commitment to improving government operations and actively contributes to that mission
What the job involves
- We are looking for an experienced Technical Customer Support Specialist to troubleshoot and resolve issues affecting customers’ use of the Authorium platform
- In this role, you'll help ensure government agencies can deliver critical services effectively while advancing their operational innovation
- Customer Support Excellence: Break down complex customer questions into manageable pieces, dive into the Authorium platform to find the answers to those questions, and craft concise and friendly responses
- Product Enablement: Work with our Product, Engineering, and Education teams to ensure our product documentation and examples are up-to-date and accurate
- Feedback Aggregation: Collect user feedback and turn it into actionable next steps for Product & Engineering
- Incident Support: Participate in regular rotations for weekday and on-call coverage, providing emergency support to enterprise customers, and working with Product & Engineering teams to coordinate incident relief, resolution, and communications
- Proactive Solutions: Work on ticket deflection projects and proactive support motions to eliminate common ticket trends
Our take
Although there is a clear correlation between technological innovation and the effectiveness of businesses in serving their clients, government as a whole has so far failed to adopt the same technologies to serve its citizens. Authorium, formerly City Innovate is a company facilitating the faster procurement of government-essential technologies at the federal, state and local levels, to help these institutions better serve the communities they are responsible for.
Authorium's no-code platform supplies visibility across digitization projects and streamlines the acquisition process from research to contracts and grants. By reducing the time taken to find and implement new technologies, governments using the company's platform can catch up with innovative trends, and use technology to the advantage of their residents. With strong funds at its back, Authorium is moving ahead with advancing its platform and growing operations towards making technology a force for social good.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
73% employee growth in 12 months
Company
Funding (2 rounds)
May 2023
$12m
SERIES A
Oct 2022
$9.2m
EARLY VC
Total funding: $21.2m
Company benefits
- A DIVERSE AND INCLUSIVE WORKPLACE: Women. Parents. Caretakers to the elderly. People of color. We pride ourselves on our diverse workforce.
- UNLIMITED PAID TIME OFF: We know work isn’t your whole life. Take the time you need when you need it. To take care of an ill child or other family member. Zipline through a tropical jungle. Or chill on the beach.
- MOST ROLES ARE REMOTE: We are a remote-first company with offices located in San Francisco, Sacramento, and – coming soon – New York. You can work where you like.
- $500 ALLOWANCE TO SET UP YOUR HOME OFFICE: Whether you live near an office or not, we want you to do your best work wherever you are.
- PAID COMPANY HEALTH CARE: Enjoy 100% coverage of health insurance premiums across our medical, dental, and vision plan offerings (where allowed by law).
- LEARNING AND PROFESSIONAL DEVELOPMENT: Everyone has a different learning style. We recognize this with a flexible program that provides reimbursement for books, coursework, and conferences.
Company values
- Innovation is in our DNA: We are resilient, fast-moving, and precise when solving customer problems.
- Customer advocacy: We put the customer in the center of everything we do every day. If you have a problem, it becomes our problem.
- Leadership: We are committed to providing national leadership in government procurement, contracts, and grants. Are these functions glamorous? No. They are, however, the engine of the work government does.
- Giving back: Our mission is to make government more effective through technology. Effective government helps everyone.
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Kamran Saddique
(Co-CEO)Former Investment Director at Tasweek. Has previously worked as VP of Private Equity at Convergence Capital, and as VP of Sales and Revenue at Media Plus.
Jay Nath
(Co-CEO)Previously CIO for the City and County of San Francisco. Was the VP of Product at SquareTrade.
Salary benchmarks
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