Technical Support Analyst (Enterprise) New

Join our mission to provide governments with exceptional experiences so they can do the same for their communities!

We empower governments to deliver exceptional citizen experiences.

Check out our ‘About Us’ page for a deep dive into our product and what makes us exceptional.

As a Technical Support Analyst, you are a core part of the team that keeps Clariti's customers running. You're a solution-oriented problem-solver who takes real ownership over the cases you carry - investigating thoroughly, communicating clearly, and following through without being asked twice. You know when to dig in independently and when to escape, and you bring a level of care that makes every customer interaction better than the one before it.

Reporting to the Senior Manager, Customer Support, you serve as a primary point of reception for technical issues across Clariti's customer and partner base. You'll contribute to the team's knowledge base, support cross-functional collaboration, and grow your technical depth in a high-accountability environment where your work directly shapes the customer experience.

Clariti is a Salesforce-native platform used by municipal governments to run permitting, licensing, land management, and financials. When something breaks for a city, our Support team is the first and last line of defense and because our product is built on Salesforce, that means troubleshooting both our proprietary application logic and the platform underneath it.

If you can look at a case and work out whether the problem is in our code, in the customer's configuration, or in the platform itself this is your role.

• Case Resolution and Ownership Manage a queue of active support cases from intake to close. Investigate issues thoroughly, apply known troubleshooting patterns, and elevate with full context when a case exceeds your scope. Follow Technical Support SOPs and keep your cases moving without requiring repeated follow-up.
• Customer Communication Translate technical findings into plain language that customers at any level of sophistication can act on. Set accurate expectations, communicate proactively when issues take time to resolve, and maintain a tone that keeps customers confident throughout the process.
• Issue Resolution Troubleshoot and resolve technical issues related to Clariti's SaaS products, applying your knowledge of cloud infrastructure, APIs, and system configuration. Know when a problem is within your scope and when it needs to go higher - and make that call with context, not just a hand-off.
• Documentation Record troubleshooting steps, findings, and resolutions accurately in the CRM. Your documentation should be thorough enough that a peer can pick up where you left off without needing to ask.
• Knowledge Base Contributions Contribute to knowledge base articles, best practice guides, and team runbooks when you identify patterns or gaps. Foster a culture of continuous learning that improves self-service outcomes for customers.
• Adoption Support Contribution Assist Senior Analysts with Adoption Support tasks for premium customers - including validating configuration changes, preparing audit documentation, and learning the scope and change-management practices that govern this work.
• Cross-Functional Collaboration Work closely with Product, Development, QA, and Professional Services to elevate issues, surface trends, and advocate for customer needs. Bring clear reproduction cases and specific context - not just a problem, but what you already know about it.
• Continuous Learning Stay current on product features, enhancements, and industry developments. Use AI tools to enhance your support workflows - surfacing solutions faster, drafting documentation, and identifying patterns in recurring issues.

• Salesforce platform troubleshooting 2+ years, hands-on. You've worked inside a Salesforce org as an admin, support engineer, or ISV/App Exchange product specialist. Specifically, you're comfortable:
  • Navigating the nuances of Salesforce Object configurations, including record types, relationships, and custom setups
  • Monitoring…