{"id":122183,"url":"https://alion.io/job/authorium-product-support-specialist","title":"Product Support Specialist","company":{"id":4753,"name":"Authorium","domain":"authorium.com","url":"https://alion.io/company/authorium","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Washington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":78000,"max":90000,"currency":"USD","period":"year","gross":null,"usd_annual":90000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-22T19:54:40Z","employer_posted_date":"2026-07-22","last_verified_at":"2026-10-24T03:33:55Z","board_verified":true,"closed_at":null,"days_open":93,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":93},"description":"About Authorium\nAuthorium is a high-growth GovTech SaaS company transforming how government agencies manage administrative operations. Our platform replaces fragmented document management solutions and decades-old legacy systems with a unified user interaction and data layer that manages billions of dollars in public funds; serving state, local, and federal agencies that in turn support millions of citizens and businesses. Authorium sits at the intersection of modernization, public service, and technology innovation like AI-enabled workflows. Our team moves fast, collaborates across teams, and builds for impact.\nWhat You’ll Do\nCustomer 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.\n\nProduct Enablement: Work with our Product, Engineering, and Education teams to ensure our product documentation and examples are up-to-date and accurate.\n\nFeedback Aggregation: Collect user feedback and turn it into actionable next steps for Product & Engineering\n\nIncident 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.\n\nProactive Solutions: Work on ticket deflection projects and proactive support motions to eliminate common ticket trends.\n\nRequirements\nKnowledge & Experience\nThe Product Support Specialist requires a combination of high customer empathy and communication, technical curiosity, and technical acumen.\nTechnical Curiosity\nApplies analytical reasoning and critical thinking skills to technical troubleshooting.\n\nPossesses a passion for exploring new technologies and problem-solving in dynamic environments.\n\nThrives in an environment where their work has impact and high visibility.\n\nCustomer Communication and Empathy\nExemplary written communication and technical writing skills\n\nExperience advocating for customers by proactively identifying problems and suggesting creative solutions to update processes to benefit the customer experience\n\nDemonstrates experience with providing high-touch customer support over email and in live settings\n\nTechnical Acumen\nDepth in providing technical support and usage of modern software systems Engineering or Software Engineering\n\nExperience 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\n\nExperience working with engineering and product teams as part of the software development process, maintaining a backlog, managing prioritization and criticality definitions, and aligning them to internal and external SLAs\n\nPreferred: experience with low-code or workflow tools\n\nExperience working with engineering and product teams as part of the software development process\n\nPersonal Attributes\nStrong decision-making skills, quick to take ownership, and skilled in cross-functional coordination with other stakeholders and colleagues.\n\nHas a sense of urgency and finds the most efficient way to move forward on a given task or effort.\n\nDisplays excellent listening, interpersonal, written and oral communication skills.\n\nNaturally curious, eager to learn and proactive in sharing knowledge with others.\n\nEffectively prioritizes and executes tasks while under pressure\n\nDemonstrates a high EQ, often described as the best collaborator and go-to person on a team\n\nProcess-oriented with an automation/efficiency mindset\n\nComfortable navigating ambiguity and thriving in a rapidly evolving startup environment.\n\nValues the mission of Authorium. Shares Authorium's commitment to improving government operations and actively contributes to that mission.\n\nBenefits\nSalary Range: $78,000-$90,000\n\n100% benefits coverage for employee\n\n401K Profit Share plan\n\nFlexible PTO\n\nHome office stipend\n\nComprehensive wellness benefits\n\nCommuter stipend for hybrid roles","description_format":"text","description_chars":4084,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Home office"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Workflow & Process Automation (RPA, BPM)","Digital Government"],"lifecycle":[{"event":"open","at":"2026-07-22T19:54:40Z"}],"visa":[],"liveness":{"score":39,"band":"fade","label":"Fading","p_open":1,"p_active":0.643,"p_room":0.6,"age_days":93,"expected_fill_days":105,"reasons":["conf:2","win:late","crowd:"],"computed_at":"2026-10-24T06:02:35Z"},"pay":{"stated_usd_annual":90000,"is_top_pay":true},"html_url":"https://alion.io/job/authorium-product-support-specialist","json_url":"https://alion.io/job/authorium-product-support-specialist.json","meta":{"generated_at":"2026-10-24T06:34:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9543,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4753},"rest":"https://alion.io/mcp/rest/get_company?id=4753"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fauthorium-product-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fauthorium-product-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fauthorium-product-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/authorium-product-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fauthorium-product-support-specialist"}]}