• Provide customer technical support via omnichannel interactions in order to achieve key performance goals, ensuring customer interactions are addressed in a timely and accurate manner and meeting or exceeding service levels

• Leverage ad hoc and systematic service management system (ZenDesk) for case management by providing adequate log notes, timely case updates, and work towards First • Contact Resolution (FCR) for incoming inquiries to the Courts BU

• Implement, upgrade and configure customer environments through partnership with stakeholders, users and internal team members to ensure every customer’s instance is set up for success and meets their objectives

• Triage customer reported incidents for severity, urgency and content to ensure consistency and quality

• Analyze customer insight data and provide recommendations to product management for future software enhancements to improve customer usage and experience

• Perform research across various tools to determine if the incident is a known issue or defect

• Troubleshoot a wide range of technologies and replicate incidents versus the expected results and document steps to reproduce

• Contribute to the existing knowledge base to support customer self-service and training

• Participate in scheduled training sessions to learn internal and proprietary technologies

• Provide advanced technical knowledge to sales engineering, implementation and customer success teams

• Analyze customer insight data and provide recommendations to product management for future software enhancements to improve customer usage and experience

• Bachelor’s degree or equivalent experience preferred

• Extensive Courts operations or software experience required

• 3+ years of Support and Customer Success experience with SaaS products required

• Experience with supporting mission-critical software systems preferred

• Advanced interpersonal, written and verbal communication skills required

• Strong cross-group collaboration skills and experience working across multiple teams required

• Strong technical aptitude to problem solve and understand complicated problem statements required

• Advanced proficiency with documenting cases by triaging, responding, troubleshooting and resolving required

• Excellent organizational, time-management, and prioritization skills required

• Strong ability to collaborate and thrive within a team environment required

• Strong ability to handle multiple competing priorities required

• Strong ability to lead and influence at all levels preferred

• Proven ability to lead projects or key initiatives required

» Leadership: CEO Zac Bookman (MPA from Harvard and JD from Yale) is truly a mission-driven CEO. He was named one of the 100 most Intriguing Entrepreneurs by Goldman Sachs, a Tech Pioneer by the World Economic Forum, and SF and Silicon Valley Business Times' 40 under 40 class of 2018!

» Funding: Over $250 million, Series D company, from top tier investors including Andreessen Horowitz, 8VC, Cox Enterprises, and Emerson Collective.

» Board of Directors: Includes iconic executives John Chambers (former Cisco Chairman and CEO), Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world), Katherine August-deWilde (Vice Chair of First Republic Bank), and Amy Pressman (co-founder, former president, and a current board member of Medallia).

» Growth: Record breaking growth with 1,600+ governments (and counting) using our products and seven acquisitions in the past six years! Click here to read more.

» Culture: Winner of 2023 Top Workplaces USA award, Winner of Forbes 2022 Best Startup Employers, 50 Best Workplaces award. Check out our Careers Video!

» Perks: 90% paid Medical/Dental/Vision premium for employees, fully paid Life and Short/Long term disability insurance, Unlimited PTO, Parental Leave policy, monthly fitness stipend, anniversary awards, and more!

» Product: Named to the GovTech 100 (seven consecutive years), we are the leader in cloud software for our nation's cities, counties, and state agencies.

» Mission Driven: We are a technology company with a passion for the mission. We're powering more effective and accountable government.

Come join us and make a positive social impact!