Technical Support Engineer I

CivicPlus is hiring a Technical Support Engineer I to provide front-line technical assistance and exceptional customer service across all CivicPlus products. The role focuses on troubleshooting client issues through multiple support channels, documenting resolutions, and escalating or trending recurring problems to internal teams to improve product usability.

• Deliver exemplary front-line technical support and service to customers via email, support tickets, live chat, and phone
• Investigate, troubleshoot, and resolve customer issues while maintaining clear, user-friendly communication
• Document all customer interactions and solutions comprehensively using ticketing software
• Escalate unresolved issues to designated internal teams with detailed documentation
• Identify and escalate trending issues and advocate for fixes to repetitive usability impediments with product/engineering teams
• Serve as a subject matter expert and contribute to internal and customer-facing product documentation
• Review and troubleshoot product/API integrations, compatibility, and end-to-end functionality
• Collaborate with internal departments to ensure successful customer outcomes
• Work toward achieving CivicPlus service level objectives

• Experience delivering front-line technical support and customer service
• Strong troubleshooting and problem-resolution skills
• Ability to communicate technical solutions clearly and document effectively
• Experience using ticketing software to track and document issues
• Ability to collaborate cross-functionally and build strong working relationships
• Ability to analyze recurring issues and escalate trends appropriately
• Familiarity with reviewing and troubleshooting product/API integrations and compatibility
• Degree in relevant technologies (preferred) or comparable experience
• Authorized to work in the United States; no visa sponsorship available

• Compensation: $20–$27 hourly based on a 40-hour work week
• Estimated monthly pay (converted from hourly range): approximately $3,467–$4,680; midpoint used in salary field
• Benefits: comprehensive health, dental, and vision insurance; Flexible Time Off; 401(k) plan; and more
• Work environment: fun virtual team environment
• Growth: various advancement and learning opportunities
• Work-life balance emphasized
• Hiring process: introductory call, hiring manager interview, panel interview (including project activity), offer