Technical Support Engineer III

CivicPlus, LLC

6d•$27 - $30

About The Position

The Technical Support Engineer III provides advanced technical support, troubleshooting, and documentation across CivicPlus products and integrations. The role handles complex customer issues through research, escalation, and collaboration with internal engineering teams, while communicating clearly and documenting interactions. It also serves as a subject matter expert, leads documentation and projects, and trains and mentors colleagues to support successful customer outcomes.

Requirements

Exceptional interpersonal skills and a proactive, self-driven approach to solving problems independently.
Strong written and verbal communication skills, including the ability to explain technical information clearly and create positive customer interactions.
Demonstrated proficiency in HTML, CSS, JavaScript, and SQL to troubleshoot and solve problems.
A customer-focused mindset that anticipates needs and concerns and supports a positive experience.
Strong organizational skills and the ability to manage multiple projects and deadlines through effective prioritization.
Ability to work through ambiguity with resilience and adaptability.
Demonstrated ability to use AI tools to improve productivity and outcomes.

Nice To Haves

Technology degree or equivalent experience.
Highly collaborative approach, with the ability to influence teams across the organization and build cooperation.
Interest in ongoing improvement through training, personal growth, and feedback.
AI-forward mindset and ability to leverage AI tools to improve productivity, decision-making, and work quality.

Responsibilities

Provide top-level technical support, service, mentorship, and training.
Investigate, troubleshoot, and resolve customer issues with clear communication and thorough documentation.
Record customer interactions and relevant details in ticketing software.
Build effective working relationships with colleagues and customers.
Manage complex issues through research, documentation, escalation, and collaboration with internal engineering teams.
Identify and advocate for trending issues, working with other teams to address high-impact problems.
Expand product knowledge across multiple CivicPlus products and integrations.
Serve as a subject matter expert.
Lead documentation on products, troubleshooting, and process best practices for staff and customers.
Meet or exceed CivicPlus service-level targets.
Train and mentor employees on troubleshooting, business processes, and product knowledge.
Lead and manage projects to ensure successful customer outcomes.