Technical Upgrades Specialist II

CentralSquare is a unique enterprise software company whose mission is to build safer, smarter, more connected communities. More than 8,000 public sector agencies trust CentralSquare solutions each and every day. We serve governments of all sizes, from small towns to major cities, to make delivering public services less costly and more efficient.

What We’re About

At CentralSquare, you’ll get the opportunity to work in a collaborative environment within a company that builds complex web-based enterprise applications for our Public Servants across North America. As over 250 Million citizens in the US are impacted by CentralSquare Software, we are on a trajectory to revolutionize the way agencies address citizens’ needs by improving quality of life and building safer, smarter communities...and we need great candidates to do it!

Looking to grow your career? That’s great! Hard work should be rewarded, and we are committed to cultivating careers while providing competitive compensation and a great benefits package, including tuition reimbursement, parental leave, paid volunteer hours, and unlimited PTO. Our flexible work environment also enables you to take advantage of an excellent work-life balance whether you are in office or working remotely.

The Role

The role is an individual contributor responsible for leading the technical activities and scheduling requirements related to upgrades of CentralSquare products. This is a client-facing position where you’ll work closely with the client, project managers, and technical staff to complete multiple aspects of the product upgrade up to and including the analysis of customizations, configuring software, and testing the product’s performance after the upgrade.

Job Duties Include

• Analyzes and configures customer environments for upgrade events.
• Identifies areas of opportunity with software and client data.
• Ensures customer environment meets upgrade specifications.
• Completes scheduled upgrade tasks and pre/post-upgrade work.
• Conduct pre-upgrade assessments to identify potential risks and compatibility issues
• Assists with application and database migration plans.
• Provides exceptional customer service and creates documentation.
• Collaborate with the software development team to understand upgrade requirements and timelines.
• Maintains upgrade calendar and assists with troubleshooting.
• Coordinate with clients to schedule upgrade installations and provide necessary support throughout the process
• Execute software upgrades according to established procedures, ensuring accuracy and completeness
• Troubleshoot and resolve any issues that arise during the upgrade process, escalating complex problems as needed
• Communicate effectively with clients to provide updates on upgrade progress and address any concerns or questions
• Document upgrade procedures and maintain accurate records of upgrade activities
• Assist in testing and quality assurance efforts for new software releases
• Develop upgrade plans and timelines, ensuring alignment with client expectations and project deadlines
• Collaborate with cross-functional teams, including development, quality assurance, and project management, to ensure successful upgrades
• Analyzes and modifies Upgrade/Install documentation when needed
• Contributes to continual process improvement initiatives.
• Performs other duties as assigned
  
  

What You'll Bring to Numerator

Requirements

Bachelor's degree in Business, Computer Science, Information Technology, related field or equivilant experience.

2-4 years of experience in customer or software support, preferably in a technical role

Proficiency in software installation, configuration, and troubleshooting

Strong communication skills, with the ability to interact effectively with clients and internal teams

Excellent problem-solving abilities and attention to detail

Familiarity with project management principles and methodologies

Experience working with software upgrade tools and platforms is a plus

Excellent communication and interpersonal skills

Ability to work independently and collaborate effectively within a team

Attention to detail and commitment to delivering high-quality results

Flexibility to adapt to changing priorities and deadlines

Travel: Less than 25%. As business requirements dictate based on management discretion

Ability to work longer hours when upgrade requires or upgrades take longer than normal business hours.

After Hours: Requests for after-hours upgrades may dictate working outside of normal business hours. These will be scheduled with as much notice as possible. This will be < 25% of upgrades.