Authorium (formerly City Innovate) Logo

Authorium (formerly City Innovate)

Customer Support Specialist

Job Posted 9 Days Ago Posted 9 Days Ago
Remote
Hiring Remotely in United States
65K-85K Annually
Mid level
Remote
Hiring Remotely in United States
65K-85K Annually
Mid level
As a Technical Customer Support Specialist, you will troubleshoot customer issues with the Authorium platform, ensure accurate product documentation, collect and act on user feedback, handle incident support, and work on proactive solutions to enhance customer experience.
The summary above was generated by AI

Description
About the Position

Authorium’s customers are seasoned government executives, on the cutting edge and deeply committed to innovating complex, manual document processes such as procurement, budgeting, grants and more.
We are looking for an experienced Technical Customer Support Specialist to troubleshoot and resolve issues affecting customers’ use of the Authorium platform. In this role, you'll help ensure government agencies can deliver critical services effectively while advancing their operational innovation.

What You’ll Do

  • Customer 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.
  • Product Enablement: Work with our Product, Engineering, and Education teams to ensure our product documentation and examples are up-to-date and accurate.
  • Feedback Aggregation: Collect user feedback and turn it into actionable next steps for Product & Engineering
  • Incident 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.
  • Proactive Solutions: Work on ticket deflection projects and proactive support motions to eliminate common ticket trends.
Requirements
Knowledge & Experience

The Technical Customer Support Specialist requires a combination of high customer empathy and communication, technical curiosity, and technical acumen.

  • Technical Curiosity
    • Applies analytical reasoning and critical thinking skills to technical troubleshooting.
    • Possesses a passion for exploring new technologies and problem-solving in dynamic environments.
    • Thrives in an environment where their work has impact and high visibility.
  • Customer Communication and Empathy
    • Exemplary written communication and technical writing skills
    • Experience advocating for customers by proactively identifying problems and suggesting creative solutions to update processes to benefit the customer experience
    • Demonstrates experience with providing high-touch customer support over email and in live settings
  • Technical Acumen
    • Depth in Support Engineering or Software Engineering
    • Experience 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.
    • Experience working with engineering and product teams as part of the software development process
    • Experience troubleshooting API calls and integrations
    • Preferred: experience with Ruby on Rails

Personal Attributes

  • Strong decision-making skills, quick to take ownership, and skilled in cross-functional coordination with other stakeholders and colleagues. 
  • Has a sense of urgency and finds the most efficient way to move forward on a given task or effort.
  • Displays excellent listening, interpersonal, written and oral communication skills.
  • Naturally curious, eager to learn and proactive in sharing knowledge with others.
  • Effectively prioritizes and executes tasks while under pressure
  • Demonstrates a high EQ, often described as the best collaborator and go-to person on a team
  • Process-oriented with an automation/efficiency mindset
  • Comfortable navigating ambiguity and thriving in a rapidly evolving startup environment.
  • Values the mission of Authorium. Shares Authorium's commitment to improving government operations and actively contributes to that mission.

Employees located within 30 miles of our hub cities—San Francisco, Sacramento, and Washington, D.C. —are required to work onsite from Tuesday to Thursday. Remote work is available on other days.

Why Join Authorium?

Join a team that’s passionate about driving innovation in government processes. At Authorium, you’ll have the opportunity to make a meaningful impact while working alongside a supportive and dynamic team.

Benefits
  • Salary Range: $65,000-$85,000
  • 100% benefits coverage for employee
  • 401K Profit Share plan
  • Flexible PTO
  • Home office stipend

Top Skills

APIs
Ruby On Rails

Similar Jobs

18 Days Ago
Easy Apply
Remote
Hybrid
Boulder, CO, USA
Easy Apply
57K-77K Annually
Junior
57K-77K Annually
Junior
Greentech • Hardware • Internet of Things • Machine Learning • Software • Business Intelligence • Agriculture
The Customer Support Specialist will address complex Tier 2 escalations, engage proactively with ranchers, and collaborate with Territory Managers to resolve customer issues. They will provide tailored technology support while developing deep knowledge of regional cattle practices to help enhance ranchers' operational success.
Top Skills: FreshdeskIntercomZendesk
2 Days Ago
Remote
USA
45K-50K Annually
Entry level
45K-50K Annually
Entry level
AdTech • Marketing Tech • Software • Analytics
As a Customer Support Specialist, you'll enhance client relationships by offering technical support on software and integrations, managing provider support, and creating guidance resources. You'll serve as the brand's voice across multiple communication channels while contributing to the Customer Success team and fostering loyalty.
Top Skills: ExcelGoogle Cloud PlatformJIRASalesforce
2 Days Ago
Remote
USA
Internship
Internship
Insurance • Financial Services
The Customer Support Specialist assists customers through the loan process, handling inbound and outbound calls. They provide updates, verify documentation, and address customer concerns, ensuring a smooth experience until closing. This role emphasizes communication, customer service standards, and the ability to work in a fast-paced environment.
Top Skills: MS Office

What you need to know about the Seattle Tech Scene

Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.

Key Facts About Seattle Tech

  • Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
  • Major Tech Employers: Amazon, Microsoft, Meta, Google
  • Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
  • Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
  • Notable Investors: Madrona, Fuse, Tola, Maveron
  • Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
By clicking Apply you agree to share your profile information with the hiring company.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account