Job Opportunities > Technical Support Engineer
Location: San Francisco Headquarters Office
Start Date: February 2010
If you are searching for a fast-paced environment with a company that seeks to bring citizens closer to government by increasing transparency, this opportunity may be perfect for you. At Granicus, our strategy is simple - we look for great people and empower them to turn their vision into reality.
About the Position:
As a member of our support team, primary responsibilities include troubleshooting and developing technical solutions for a variety of users around the country. This position is at the heart of our customer-focused philosophy, and thus your primary goal will be to provide excellent customer service to all of our clients. You will also assist with the daily maintenance of a web application and a multi-gigabit video streaming network, in addition to critically analyzing processes and procedures and recommending improvements.
Responsibilities:
- Provide client support and technical issue resolution via E-Mail, phone and other electronic medium for Granicus clients.
- Provide training to clients in the use of Granicus systems and applications
- Monitor the health of our clients’ solutions using our Proactive Systems Management tools
- Respond to client requests within a maximum of two hours
- Escalate urgent problems requiring more in-depth knowledge to level 2 engineers.
- Maintain/modify web-based documents written in HTML/CSS & Smarty code
- Document procedures taken when identifying/resolving client issues in our Salesforce CRM database.
- Provide superior customer service
The Ideal Candidate:
Education: AA/AS or BA/BS in Computer Science of equivalent.
Experience: 0-2 years experience in software support field or related area.
Knowledge, Skills, and Abilities:
- Proven pattern of success in school, work and/or extracurricular activities
- AA/AS or BA/BAS in Computer Science or equivalent
- Experience troubleshooting software/hardware
- General knowledge of networking, remote access techniques
- Exceptional verbal and written communication skills, including appropriate phone and email etiquette
- Clear sense of integrity, work ethic and a sincere interest in building strong relationships based upon competency and trust
- Strong organizational skills: the ability to juggle multiple tasks and responsibilities
- SalesForce.com or other CRM experience is a plus
- Ability to work occasional nights and weekends
- Candidates with experience/exposure in the following areas will be given preference:
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- Training specialist with a focus on technical software
- Audio/Video background
- HTML webpage creation experience
- JavaScript experience
- Knowledge of Regular Expressions
About the Company:
Founded in 1999, Granicus, Inc. is the leading provider of government webcasting and public meeting management solutions. Serving nearly 500 governing bodies across 48 states and reaching more than 60 million individual citizens, Granicus solutions capture, store, manage and distribute on-demand audio and video broadcasts of public functions. Granicus helps governments maximize democratic transparency, engage their constituents, manage public meetings more efficiently, and improve public communication. Granicus provides the most comprehensive and tightly integrated online public records and webcasting system to all levels of government.
Granicus is an affirmative action and equal opportunity employer. In order to ensure equal employment opportunity for every applicant, hiring decisions will be made without regard to race, religion, sex, sexual orientation, age, national origin, veteran status, or disability. Granicus is firmly committed to a policy and practice of non-discrimination of employment, and Granicus will fully comply with all applicable federal, state, and local statutes of employment.
Granicus, Inc. is an E-Verify registered company. 

Please submit your cover letter and resume to jobs@granicus.com