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 About Us: SimpliGov 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, SimpliGov 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! Role Overview: The Technical Support Specialist supports SimpliGov ’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. Responsibilities: Technical Support 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