Job Overview CivicPlus is seeking a motivated Technical Support Engineer I to join our growing team in the United States. In this entry-level role, you will deliver exceptional technical support to local government clients utilizing our suite of civic engagement software platforms. As a key member of the support team, you will assist with troubleshooting, issue resolution, and customer education to ensure seamless operations for municipalities and public sector organizations. This position offers an excellent opportunity to launch or advance your career in technical support within the government technology sector. Key Responsibilities Provide first-line technical support via phone, email, chat, and ticketing systems, responding promptly to customer inquiries and incidents. Diagnose and resolve software issues related to CivicPlus products, including websites, content management systems, and digital communication tools. Document support interactions in the CRM system, escalate complex issues to senior engineers, and follow up to confirm resolutions. Collaborate with product development teams to report bugs, suggest improvements, and contribute to knowledge base articles. Monitor system performance, perform basic maintenance tasks, and assist with user training sessions to empower clients. Maintain accurate records of support metrics and contribute to achieving team SLAs for response and resolution times. Required Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience. 1-2 years of experience in a customer-facing technical support role, preferably in SaaS or government tech environments. Strong understanding of web technologies, including HTML, CSS, JavaScript, and common browsers. Familiarity with helpdesk tools such as Zendesk, Jira, or similar ticketing systems. Excellent communication skills with the ability to explain technical concepts to non-technical users. Skills Proficiency in operating systems like Windows and macOS, plus basic networking knowledge (TCP/IP, DNS, firewalls). Experience with databases such as SQL Server or MySQL is a plus. Strong problem-solving abilities, attention to detail, and a customer-centric mindset. Ability to multitask in a fast-paced environment while maintaining composure under pressure. Soft skills including empathy, active listening, and teamwork are essential. Knowledge of government compliance standards like ADA accessibility or data privacy (GDPR, CCPA) is advantageous. Company Info CivicPlus is a leading provider of software solutions that help local governments enhance citizen engagement, streamline operations, and improve service delivery. With a mission to empower communities through innovative technology, we serve thousands of municipalities across the U.S. Our collaborative culture values work-life balance, continuous learning, and making a positive impact on public service. Join a company recognized for excellence in GovTech. Benefits We offer competitive compensation, comprehensive health insurance (medical, dental, vision), 401(k) with company match, paid time off, and flexible scheduling. Additional perks include professional development stipends, remote work options, wellness programs, and employee assistance resources. Growth Opportunities CivicPlus invests in your career with structured onboarding, mentorship programs, and access to certifications like CompTIA A+, ITIL, or Microsoft Azure. Advance to Senior Support Engineer, Product Specialist, or management roles based on performance. Regular training on emerging technologies ensures you stay ahead in the field.