{"id":2382720,"url":"https://alion.io/job/simpligov-technical-support-specialist","title":"Technical Support Specialist","company":{"id":1789678,"name":"SimpliGov","domain":"simpligov.com","url":"https://alion.io/company/simpligov","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":55000,"max_usd":109000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":483},"experience_years_min":3,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"DNS","optional":false},{"name":"Jira","optional":false},{"name":"Postman","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-08-11T00:00:00Z","employer_posted_date":"2026-08-11","last_verified_at":"2026-10-26T19:37:40Z","board_verified":true,"closed_at":null,"days_open":77,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":77},"description":"Job Title:Technical Support Specialist\nEmployment Type: Regular, Full-time\nTeam: Customer Success\nReports to:Senior Manager, Customer Success\nLocation: US - Remote\nAbout Us:\nSimpliGovis a leading government workflow automation platform that helps state and local agencies digitize and streamline mission-critical processes. Its form-building, workflow-routing, document-management, and digital-signature capabilities replace manual work with secure, auditable digital workflows. Trusted by hundreds of U.S. government agencies,SimpliGovdelivers secure, dependable SaaS technology and an exceptional customer experience.\nWe are growing rapidly and looking for talented, high-impact players to join our team!\nRole Overview:\nThe Technical Support Specialist supports SimpliGov’s SaaS platform while protecting the reliability, security, and integrity of customer environments. This role investigates complex technical issues, communicates clearly with customers and internal teams, and drives incidents through diagnosis, resolution, and root-cause documentation.Leveraging AI tools, this position continuouslymaximizes efficiency and effectiveness in operations and reporting.\nThe ideal candidate is customer-focused, technically curious, and security-minded, with the ability to partner acrossSupport, Engineering, Product, Professional Services, and Customer Success to resolve issues, validatefixes, improve operations, and strengthen the customer experience.\nResponsibilities: \n\nTechnical Support\nOwnescalated customer issues involving application behavior, data, workflows, integrations, authentication, connectivity, and performance\nProficiencyusing generative AI tools to accelerate technical research, troubleshooting, case analysis, and documentation. \nAbility to create clear, structured prompts that provide appropriate context, constraints, examples, and desired output formats. \nExperience using AI coding assistants to develop, explain, review, and troubleshoot SQL queries, PowerShell scripts, API requests, JSON, and XML. \nAbility to use AI to summarize logs, identifypatterns, generate diagnostic hypotheses, and recommend investigation steps. \nStrong judgment in independently validating AI-generated queries, scripts, technical conclusions, and customer communications before use. \nKnowledge of secure and responsible AI practices, including protecting customer data, credentials, personally identifiable information, confidential information, and proprietary code. \nFamiliarity with AI-assisted knowledge management, including drafting knowledge-basearticles, incident summaries, root-cause analyses, and troubleshooting runbooks. \nAbility to evaluate new AI tools and identifyresponsible opportunities to improve support quality, response time, and operational efficiency. \nUnderstanding ofprompt-injection risks and the need to treat untrusted customer content, documents, logs, and websites cautiously when using AI-enabled tools. \nAbility to explain AI-assisted findings clearly to technical and nontechnical audiences without overstating certainty.\nUse diagnostics, logs, and approved tools to investigate issues and execute support procedures\nReproduce issues, isolate causes, document findings, and determineresolution or escalation paths\nCommunicate timely, accurateupdates to customers and internal stakeholders throughout the incident lifecycle\nMaintain complete and actionable case documentation in Jira Service Management and related support systems\nTroubleshoot customer identity and access configurations\nDiagnose certificate, networking, and web application connectivity issues across customer and SimpliGovenvironments\nIntegrations, APIs & Cloud Operations\nTroubleshoot APIs, webhooks, and third-party integrations using standard support tools\nSupportcloudservices related to identity, networking, monitoring, and application hosting\nAnalyze telemetry using available monitoring and diagnostics tools, including Azure Monitor, Application Insights, and Log Analytics\nResearch and resolve issues involving Microsoft 365, Microsoft Graph API, and other connected business applications\nMaintainsafe, repeatable queries, scripts, and runbooks\nProduct Quality & Cross-Functional Collaboration\nPartner with Engineering and Product to validatedefects, assess customer impact, and track resolution\nTest bug fixes and release candidates, confirm production outcomes, and communicate relevant changes to Support and customer-facing teams\nCollaborate with Professional Services and Customer Success on complex implementations, integrations, and customer environment issues\nContribute to documentation, troubleshooting playbooks, and training\nIdentifyrecurring support trends and recommend productorprocess improvements\nProduce reporting dashboards, trend analysisand executive reporting packages \nQualifications:\n3-5+ years of progressive technicalexperiencein a softwarecompany \nBachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field-or equivalent combination of relevant education, certifications, and professional experience.\nDemonstrated track recordof troubleshooting technical issues and explaining complex concepts clearly to both technical and non-technical audiences, internally and externally\nAbility to independently learn unfamiliar software platforms and business systems, and interpret technical documentation, system logs, API documentation, and vendor resources.\nAdvanced troubleshooting and root cause analysis across SaaS applications, integrations, databases, cloud services, and logs\nProficiencyusing approved generative AI and AI-assisted development tools to support technical research, log analysis, SQL and PowerShell development, API troubleshooting, case documentation, and knowledge creation.\nAbility to critically evaluate and independently validateAI-generated technical recommendations, queries, scripts, and conclusions before applying them in customer or production environments.\nUnderstanding ofresponsible AI practices, including data privacy, information security, appropriate handlingof customer information, and compliance with organizational AI-use policies.\nWorking knowledge of Azure, identity protocols, DNS, SSL/TLS, networking, and web application connectivity\nFamiliarity with APIs, data formats, Postman, Jira Service Management, service desk operations, and enterprise software platforms\nClear technical communicationforcase notes, customer updates, documentation, and internal guidance\nStrong customer focus, prioritization, cross-functional collaboration, and continuous improvement mindset\nWhat We Offer:\nMedical, dental, and vision insurance plans, with significant employer contributions for employees AND dependents (contributions based on base-level plan; buyup plans available at additionalcosts)\nCompany-sponsored life, short-term, and long-term disability insurance\n11 Paid holidays\nFlexible time off \n401k plan with 4% employer match\nMonthly home office stipend\nMonthly wellness stipend\nWhy Join SimpliGov?\nAt SimpliGov, you’llbe part of a mission-driven team transforming how government works. We help state and local agencies modernize their processes and deliver better services to their communities. As a Customer Success Manager, you will gain hands-on experience working with customers, technology teams, and real public-impactprojects-while developing the skills and experience needed to advance your career.\nSimpliGovis an equal opportunity employer committed to a diverse,inclusive team.\nWe encourage candidates from all backgrounds to apply.\nLegal Disclaimers:\nSimpliGov does not currently sponsor applicants for work visas. \n\nThe US base salary range for this full-time position begins at $85,000 + bonus and benefits. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. \nSimpliGov participates in the federal government's E-Verify program, which confirms employment authorization of all newly hired employees and most existing employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. For new hires, the E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification on or before the first day of work. 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