We envision the Technical Services function as a key component of the CS org, adjacent to Professional Services and Customer Success Management (CSM). The Technical Services team provides time-based service to our customers to ensure their ability to effectively utilize our solutions on an ongoing basis. Technical Services is the interface to customers for all technical issues they encounter post initial deployment and acts as the "router" between OpenGov and our customers to maximize system and functional availability, stability, performance and usability with existing solutions.
In this role, you will provide Technical Services for complex database and integration issues in the product. You will work closely alongside the Technical Support Analysts, Product Teams, Professional Service and Engineering Teams focusing on solving complex customer cases. A successful Technical Services Engineer will not just answer questions for customers, but dig in and come up with solutions to a variety of time sensitive, operational critical issues for our customers. In this role you will work to more and more solve cases within the support organization, reducing the escalations to the professional services, product and engineering development teams.
Work directly with customers to research, troubleshoot and lead resolution for technical and integration issues in a timely manner including, but not limited to out of balance items, corrupt data, re-authentication, troubleshooting integration connections.
Test customer problems and log issues to engineering development, working with engineering and product teams to determine a solution. Dig into the engineering database (as much as they will allow) to reduce escalations to the engineering team and build self-sufficiency within the Technical Support function.
Replicate and verify customer problems and log issues to engineering development.
Collaborate with engineering development, QA and other technical analysts to research, identify and validate issue resolutions
Effectively prioritize and escalate customer issues as requiredContinually update customers on evolving status of their cases and ensure their continued high level of excitement and commitment to working with us. Testing new software functionality.
Collaborating with cross-functional teams to meet company goals and solve customer problems.
Provide information, support, direction, and problem-solving to the teams, as needed, in a manner that provides positive solutions, and if needed, adjusts current processes to improve the delivery, coordination, or quality of the projects
Provide visibility, reporting and key metrics around key organizational initiatives
Build an internal knowledge base on how to support our customers more self-sufficiently, efficiently and effectively.
Support our customers with administrative work such as COA clean-up, data upload troubleshooting, template troubleshooting.
Identify, assist in developing new processes, and roll them out as needed
5+ years experience with implementing, supporting, managing, tracking and reporting on SaaS products.
Experience working with ERP web service integrations.
An understanding of object-oriented and relational model concepts
Understanding of application architecture principles and object-oriented programming.
Experience working in government customers is preferred.
Strong technical aptitude - ability to grasp technical concepts and understand the capabilities, impacts, and potential risks of implementing proposed solutions, and be able to articulate them to Customers.
Experience with customer support case management tools.
Strong cross-group collaboration skills and experience working across multiple teams both within the division and across the company.
Excellent interpersonal, human relations, written, verbal and listening communication skills.
Strong negotiations skills; can influence all levels of the organization and is skilled at leading others to action on key initiatives.
Excellent analytical, problem solving, organizational, time management and prioritization skills.
The ability to absorb new technologies and features quickly
A team player attitude, working across the organization and company to continue improving the way we serve our customers
Working knowledge of accounting and budgeting principles
Government budgeting experience
OpenGov is a cloud solution for public sector budgeting, operational performance, and citizen engagement.