Technical Support Engineer I
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About the role
Technical Support Engineer I – Remote (USA)
CivicPlus – Empowering Local Governments with Innovative Technology
About CivicPlus
CivicPlus is the only technology company dedicated exclusively to local government. Since 1998, we’ve helped municipalities operate, serve, and govern more efficiently with purpose‑built, award‑winning solutions. Headquartered in Manhattan, Kansas, we’re a fast‑growing team of 501‑1,000 professionals who are passionate about public service and technology.
Website: www.civicplus.com
Position Overview
We are seeking a Technical Support Engineer I to join our remote support team (U.S. candidates only). In this role you will be the front‑line champion for our customers, delivering exceptional service, troubleshooting issues across the full CivicPlus product suite, and ensuring every interaction is clearly documented and communicated.
Key Responsibilities
| Category | What You’ll Do |
|---|---|
| Customer Support | • Provide exemplary front‑line technical support via phone, email, and chat. • Investigate, troubleshoot, and resolve product, API, and integration issues. • Communicate solutions in a clear, user‑friendly manner. |
| Documentation & Ticketing | • Log every interaction in our ticketing system with thorough notes and steps taken. • Contribute to internal and external knowledge‑base articles. |
| Collaboration | • Build strong relationships with customers and internal teams (Engineering, Product, Sales, etc.). • Escalate unresolved tickets with detailed documentation to the appropriate internal group. |
| Issue Advocacy | • Identify recurring problems, flag trending issues, and advocate for product improvements. • Work with product engineering to eliminate usability impediments. |
| Subject‑Matter Expertise | • Become a go‑to expert on CivicPlus products. • Assist in creating and updating product documentation for both staff and customers. |
| Cross‑Functional Guidance | • Partner with internal departments (Implementation, Success, etc.) to ensure successful outcomes for customers. |
Required Skills & Experience
- Strong customer‑service orientation with a passion for helping users solve problems.
- Excellent written and verbal communication; ability to translate technical concepts into plain language.
- Proven experience troubleshooting software, web applications, and API integrations.
- Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management) and documentation tools.
- Ability to work independently in a remote environment while collaborating effectively with a distributed team.
- Preferred: Degree in Computer Science, Information Technology, or a related field, or comparable hands‑on experience in technical support.
Benefits
- Comprehensive health, dental, and vision insurance
- Flexible Time Off (FTO) – take the time you need, when you need it
- 401(k) plan with company match
- Remote‑first work environment (U.S. only)
- Professional development budget & career‑growth opportunities
- Employee assistance programs, wellness resources, and more
How to Apply
- Prepare your résumé highlighting relevant technical support experience, any experience with SaaS or government‑technology products, and your communication strengths.
- Write a brief cover letter (150‑250 words) explaining why you’re excited about supporting local‑government customers and how your skill set aligns with the responsibilities above.
- Submit your application through the CivicPlus Careers portal:
- Visit CivicPlus Careers – Technical Support Engineer I
- Click “Apply Now” and upload your résumé and cover letter.
Application deadline: Open until the position is filled.
Join Us
If you thrive on solving problems, love working with people, and want to make a tangible impact on communities across the United States, CivicPlus is the place for you. We look forward to welcoming a dedicated Technical Support Engineer I to our remote team!
CivicPlus is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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