Technical Support Engineer II

CivicPlus, LLC

7d•Onsite

About The Position

As a Technical Support Engineer II, you will deliver high-quality technical support across CivicPlus products and help create a support experience that is clear, responsive, and solution-oriented. This role combines customer-facing problem solving with deeper technical investigation so customers can resolve complex issues quickly and confidently. At CivicPlus, we strive to bring our company vision to life through innovation and collaboration. Supported by approachable leadership and transparent communication, we're empowered to make an impact on local government and the residents they serve. Grow your career alongside great people, where authenticity is welcome, successes are celebrated, and potential is nurtured.

Requirements

Strong interpersonal skills and a proactive, self-starting attitude.
Excellent written and verbal communication skills.
Technical proficiency in HTML, CSS, and JavaScript.
Proficiency in SQL database systems.
A customer-centric approach with the ability to anticipate needs and concerns.
Strong time management skills with the ability to prioritize tasks and deadlines.
A commitment to continuous improvement through training and personal development.
Bachelor's degree in Information Systems Technology or equivalent experience.
The ability to thrive in ambiguous situations.

Responsibilities

Provide exceptional technical support and service directly to customers through email, live chat, and phone.
Investigate, troubleshoot, and resolve customer issues with clear communication and thorough documentation.
Maintain detailed internal records of customer interactions using ticketing software.
Cultivate strong relationships with colleagues and customers to support long-term success.
Analyze system logs, SQL queries, API interactions, and error reports to diagnose and resolve complex technical issues across integrated products.
Use scripting languages such as Python, PowerShell, or Bash to automate troubleshooting tasks and improve efficiency.
Identify trends in technical issues and drive process improvements through proactive solutions.
Escalate unresolved issues with comprehensive documentation to designated internal teams.
Identify recurring issues and partner with product engineering teams to support resolution.
Collaborate with internal departments to help ensure customer success.
Demonstrate deep product knowledge and familiarity with CivicPlus processes.
Contribute as a subject matter expert to internal and customer-facing training documentation.
Consistently achieve or exceed service level targets.
Improve efficiency in workload management and support team operations.
Mentor new employees in troubleshooting, business processes, and product knowledge.