Own escalations from the Technical Support Reps team, applying deep product and technical expertise to resolve issues with minimal further escalation to Engineering.
Perform thorough diagnostics, replicating complex environments and documenting findings for root-cause analysis.

Multi-Channel Support & Real-Time Readiness:

Deliver consistent, high-quality assistance across phone, email, chat, and ticketing platforms, remaining available for time-sensitive or advanced inquiries.
Collaborate with leadership to ensure comprehensive queue coverage and adherence to SLAs, proactively communicating any potential bottlenecks or high-severity incidents.

Mentorship & Knowledge-Sharing:

Guide Tier 1 representatives and new hires by teaching advanced troubleshooting methods and best practices.
Contribute to knowledge base articles, documentation, and training materials, enabling quicker, more consistent resolutions across the team.

Granicus

Granicus builds, implements, and maintains technology that is transforming the Govtech industry by bringing governments and its constituents together. They have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers.

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