Customer Success

Customer Support Engineer

San Francisco, California   |   Full Time

Job Description

OpenCities is looking for an experienced Customer Support Engineer to provide technical support to our US Clients. This is a fully remote position from anywhere in the United States. 


Position Description

The US Support Engineer uses their customer support skills, understanding of IT and love of all things digital to provide an excellent support experience to our customers. They manage the support tickets from our US customers, respond to customer needs or issues, and provide a feedback loop through reporting and collaboration with our product teams. These efforts also include the tasks related to launching new client sites, along with maintaining full functionality of existing client sites. 


Responsibilities

  • Monitoring all inbound US support issues and tickets, responding to clients in a timely fashion.  

  • Providing high level Technical and Application Support either directly or via escalations to the AU IT and Product teams 

  • Providing high level support and configuration for US clients in both AzureGov and Imperva 

  • Assist with hosting infrastructure improvements: automation, resilience and stability. 

  • Monitor and identify any anomolies within the infrastructure and ensuring adequate resources are provisioned to proactively prevent site outages 

  • Deploying new OpenCities client environments 

  • Providing the technical assistance for the lead up to client “go live” events, including bindings, advice on DNS change, SSL installation, coaching for client IT teams and/or support to OC Project Managers with technical questions or needs related to launch 

  • Assist the team with any emergency changes at a server level (for instance, website down, new domain on license key with a restart) 

  • Adhere to and following Change Management Frameworks (internal and at clients’ end) 

  • Assisting with and delivering Technical Presentations 


YOUR QUALIFICATIONS 

  • BS/BA, BSCS/BSEE degree preferred, can off-set with relevant experience 

  • Minimum 3 years’ experience working in a customer facing, technical support role 

  • Sound SQL and Active Directory knowledge (setting up, troubleshooting and debugging) 

  • Full understanding of web tech such as Active Directory, HTML, Javascript, KML files, XML files., C# 

  • Adherence to auditing practices and ITIL practices 

  • Expertise or working experience in virtualization and cloud computing 

  • Expertise or working experience with Software as a Service solutions 

  • Experience working with Content Management Solutions (CMS) a plus 

  • Exposure to CDN, Network Function Virtualization a plus 

  • Working/functional knowledge of network stacks, switching, routing etc. 

  • Excellent troubleshooting and problem solving skills 

  • Excellent interpersonal and communication skills, especially written communication skills for answering tickets. 

  • Ability to take inbound phone calls ranging from clients seeking general support to clients reporting priority issues 

  • Ability to work remotely within a dynamic, sometimes fast paced, customer facing environment 

 

BONUS POINTS  

  • Experience in GovTech 

  • Experience working in a self-funded start-up across multiple time zones for founder/owners. 


ABOUT US

What started out as a bespoke website shop for a handful of government clients has since transformed to the OpenCities SaaS platform, built with and for government. We provide the website and forms functionality modern governments need to transform their digital customer journey without custom coding.


We take pride in building flexible and accessible products that help local governments reimagine how to build, deliver and evolve their website and online services. We know the work we do matters because our products power millions of resident interactions around the world and we’re only getting started. OpenCities was created to help local governments serve better and we’re looking for others to join us in this mission.


Please only apply via our website, as this role is being posted on several job-boards. https://opencities.freshteam.com/jobs


Send any questions you may have to careers@opencities.com.

Individual applicants only, no recruitment agencies.


 


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