Technical Support Specialist

Job Title:

Technical Support Specialist

Employment Type:

Regular, Full-time

Team:
Customer Success

Reports to:

Senior Manager, Customer Success

Location:

US – Remote

Simpli Gov is 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, Simpli Gov delivers secure, dependable SaaS technology and an exceptional customer experience.

We are growing rapidly and looking for talented, high-impact players to join our team!

The Technical Support Specialist supports Simpli Gov’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 continuously maximizes efficiency and effectiveness in operations and reporting.

The ideal candidate is customer-focused, technically curious, and security-minded, with the ability to partner across Support, Engineering, Product, Professional Services, and Customer Success to resolve issues, validate fixes, improve operations, and strengthen the customer experience.

• Own escalated customer issues involving application behavior, data, workflows, integrations, authentication, connectivity, and performance.
• Proficiency using generative AI tools to accelerate technical research, troubleshooting, case analysis, and documentation.
• Ability to create clear, structured prompts that provide appropriate context, constraints, examples, and desired output formats.
• Experience using AI coding assistants to develop, explain, review, and troubleshoot SQL queries, Power Shell scripts, API requests, JSON, and XML.
• Ability to use AI to summarize logs, identify patterns, generate diagnostic hypotheses, and recommend investigation steps.
• Strong judgment in independently validating AI-generated queries, scripts, technical conclusions, and customer communications before use.
• Knowledge of secure and responsible AI practices, including protecting customer data, credentials, personally identifiable information, confidential information, and proprietary code.
• Familiarity with AI-assisted knowledge management, including drafting knowledge‑base articles, incident summaries, root‑cause analyses, and troubleshooting runbooks.
• Ability to evaluate new AI tools and identify responsible opportunities to improve support quality, response time, and operational efficiency.
• Understanding of prompt‑injection risks and the need to treat untrusted customer content, documents, logs, and websites cautiously when using AI‑enabled tools.
• Ability to explain AI‑assisted findings clearly to technical and nontechnical audiences without overstating certainty.
• Use diagnostics, logs, and approved tools to investigate issues and execute support procedures.
• Reproduce issues, isolate causes, document findings, and determine resolution or escalation paths.
• Communicate timely, accurate updates to customers and internal stakeholders throughout the incident lifecycle.
• Maintain complete and actionable case documentation in Jira Service Management and related support systems.
• Troubleshoot customer identity and access configurations.
• Diagnose certificate, networking, and web application connectivity issues across customer and Simpli Gov environments.

• Troubleshoot APIs, webhooks, and third‑party integrations using standard support tools.
• Support cloud services related to identity, networking, monitoring, and application hosting.
• Analyze telemetry using available monitoring and diagnostics tools, including Azure Monitor, Application Insights, and Log Analytics.
• Research and resolve issues involving Microsoft 365, Microsoft Graph API, and other connected business applications.
• Maintain safe, repeatable queries, scripts, and runbooks.