Technical Support Technician

Can/Am Technologies•Highlands Ranch, CO

7d•$55,000 - $75,000•Remote

About The Position

As a Technical Support Technician at Can/Am, you own the front line for client-reported issues in Teller, our SaaS platform used by city and county governments across North America. Your role is to respond to questions and problems reported by our clients, ranging from simple configuration updates to research and resolution for more complicated issues and data fixes. You are responsible for understanding each issue, resolving it, or documenting and triaging it to the appropriate resource, all while meeting SLA’s and maintaining communications with the client. You will report to the Client Support Lead. This position is based in the United States.

Requirements

General web application hosting and functionality, how configurable software behaves, troubleshooting complex and distributed systems, API basics, basic to intermediate SQL.
2+ years supporting a configurable software product, utilizing automated tools, including AI, to drive efficiency and ensure consistency when serving stakeholders.
Explain technical findings to non-technical client staff; hold a live queue without losing open items; be responsive to changing priorities and tasks; communicate clearly and professionally; reason about an unfamiliar configuration surface; review logs and other data to establish the root cause of problems and confirm a fix.

Nice To Haves

Teller configuration, AWS, Zendesk, JIRA, .NET, automated support tooling.

Responsibilities

Triage and perform initial research for incoming support tickets.
Pursue a complete understanding of the problem.
Investigate database and application logs to establish what happened.
Instruct the client on resolution steps they are able to perform themselves.
Validate and apply configuration changes (SQL, XML, JSON).
Escalate code-level problems to a Support Engineer with evidence gathered.
Write knowledge base articles, documentation, and training materials.
Contribute to continuous improvement of tools and processes for the support team.