Offer summary

Qualifications:

Experience in customer support with a focus on technical troubleshooting., Strong written communication and technical writing skills., Technical acumen in support or software engineering, with experience in managing support cases., Familiarity with API calls and integrations, preferably with Ruby on Rails..

Key responsabilities:

Provide high-quality customer support by addressing complex inquiries and crafting clear responses.

Collaborate with Product, Engineering, and Education teams to maintain accurate product documentation.

Collect and analyze user feedback to inform product improvements.

Participate in incident support rotations, offering emergency assistance and coordinating with teams for resolution.

Job description

About the Position

Authorium’s customers are seasoned government executives, on the cutting edge and deeply committed to innovating complex, manual document processes such as procurement, budgeting, grants and more.

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.

What You’ll Do

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.

Requirements

Knowledge & Experience

The Technical Customer Support Specialist requires a combination of high customer empathy and communication, technical curiosity, and technical acumen.

Technical Curiosity

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

Technical Acumen

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

Personal Attributes

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.

Employees located within 30 miles of our hub cities—San Francisco, Sacramento, and Washington, D.C. —are required to work onsite from Tuesday to Thursday. Remote work is available on other days.

Why Join Authorium?

Join a team that’s passionate about driving innovation in government processes. At Authorium, you’ll have the opportunity to make a meaningful impact while working alongside a supportive and dynamic team.

Benefits