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Technical Support Specialist

OpenGov· Support Services
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US | Texas | Dallas$52k - $60kFull-timePosted 6mo ago

About the role

Entry-level technical support role focused on training and assisting government customers in OpenGov products, with hands-on training, mentorship, and clear pathways for advancement. Responsibilities include omni-channel support, case management, troubleshooting, and leveraging AI tools to service more customers efficiently.

Responsibilities

  • Provide customer technical support via omnichannel interactions to achieve key performance goals and meet service levels.
  • Utilize Salesforce Service Cloud for case management with log notes, updates, and aim for First Contact Resolution (FCR).
  • Independently assess and prioritize incoming cases, applying technical judgment for resolutions or escalations.
  • Triage incidents for severity, urgency, and content to ensure consistency and quality.
  • Research across tools to determine if issue is known or a defect.
  • Troubleshoot a wide range of technologies, replicate incidents, and document steps to reproduce.
  • Provide technical guidance and software training to customers and internal teams; influence best practices and support strategies.
  • Contribute to knowledge base to support self-service and training.
  • Participate in scheduled training sessions to learn internal/proprietary technologies.
  • Utilize AI tools to service more customers faster with higher quality.

Qualifications

  • Experience in troubleshooting/data management, ETLWorks pipeline, API data failures, CSS coding, AP invoicing, utility billing, budgeting, permitting, procurement products/software, SQL, GIS integrations (preferred).
  • Interest in building strong interpersonal, written and verbal communication skills.
  • Strong technical aptitude for problem solving and understanding complex problems.
  • Ability to develop and maintain clear documentation for triaging, responding, troubleshooting, and resolving issues.
  • Excellent organizational, time-management, and prioritization skills.
  • Ability to collaborate in a team environment and learn new technologies quickly.
  • Ability to handle multiple competing priorities.
  • Must be able to work Monday–Friday on-site; participation in rotating after-hours on-call as needed.
  • Experience or interest in using AI.

Skills

Required:Customer support managementTechnical troubleshootingDocumentationCommunication
Nice to have:AI tools familiarity

Benefits

  • Comprehensive healthcare options for individuals and families
  • Flexible vacation policy and paid company holidays
  • 401(k) with company match
  • Paid parental leave, wellness stipends, and HSA contributions
  • Professional development and growth opportunities
  • Collaborative office environment with weekly catered lunches.
Last updated Oct 1, 2026. Interested? Apply on the company site.

About OpenGov

Software for Public Servants

OpenGov is the leader in modern government software for our nation’s cities, counties, and state agencies. Schedule a demo today.

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