Technical Client Support Specialist
Technical Client Support Specialist
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USD 90000 - 105000
1 Vacancy
Job Description
About ClearGov
Our mission is to create easy-to-use software to help local governments plan budget and report better. ClearGov is a rapidly growing venture-funded SaaS company that offers a complete planning budgeting and financial reporting suite that enables local governments to plan build and present their financials more efficiently and effectively. Were a mission-driven company that envisions a world where modern software enables every local government to best serve and improve its community.
Our software is utilized nationwide by more than a thousand towns cities school districts and other local agencies who are part of the ClearGov community and were adding more every day. Weve been named to the GovTech 100 for eight years running and were on BostInnos 50 On Fire list as well. ClearGov also earned a place on the Inc. 5000 list of Americas Fastest Growing Companies for four consecutive years:and 2024.
The ClearGov team is a tight-knit group of talented folks who are passionate about our mission and committed to building a positive productive company culture. We believe in a work-hard/play-hard environment and every day we strive to get better at our work all while being considerate trustworthy and transparent in everything we do.
Core Values
- Be Clear: We strive to be open in all that we do because we believe that transparency is the foundation upon which all meaningful relationships are built.
- Be Trustworthy: We always act with integrity and keep our word because we believe that honest people are authentic consistent and dependable and that those traits form the cornerstone for success and well-being.
- Be Considerate: We are mindful about the impact that our comments and actions will have on others because we want to build a compassionate inclusive environment that nurtures all individuals and communities.
- Be Positive: We believe that the first step in getting something done is believing that it can be done because we know that positive energy brings enthusiasm excitement and empowerment to the team.
- Be Better: We constantly ask ourselves How can we do this better because we know that our families colleagues investors and customers depend on the results we deliver every day.
- Be Fierce: We seek to have bold conversations that interrogate reality and provoke learning to help us tackle our toughest challenges and enrich relationships.
- Be Fun: We value the lighter side of life because we believe that balance laughter and enjoying every moment fuel the soul.
About the Opportunity
Were looking for a Technical Client Support Specialist with a passion for learning a kind heart a positive attitude and a great sense of humor to join our growing team. Were evolving our support structure to deliver a faster more seamless experience for our customers. As a Technical Client Support Specialist youll serve as the primary owner of escalated technical issues working directly with customers to drive resolution while collaborating cross-functionally with Product Engineering and Customer Success.
This isnt a behind-the-scenes role. Youll lead escalated conversations assess impact shape communication strategies (like status page updates) and ensure every issue is handled with transparency accuracy and care.
The Technical Client Support Specialist will be a key player on an incredible team as we execute our mission to help local governments and school districts take the next step from good to great.
Key Responsibilities:
- Own escalated tickets end-to-end taking over from L1 Support and leading all customer-facing communication through to resolution.
- Troubleshoot complex technical issues across our local government budgeting SaaS platform.
- Partner with Engineering and Product teams to submit clear actionable Jira tickets validate fixes and track resolution progress.
- Evaluate the customer and business impact of escalated issues including urgency visibility and how many customers are affected.
- Drive the right communication strategy: status page updates proactive outreach or in-app messaging.
- Keep customers and internal stakeholders proactively informed throughout the investigation and resolution process.
- Identify recurring issues or product gaps and work with cross-functional teams to propose preventative fixes or product enhancements.
- Contribute to and maintain internal documentation known issues troubleshooting guides and escalation playbooks.
- Participate in post-mortems for high-impact incidents ensuring learnings are shared and incorporated into future response plans.
- Mentor L1 team members by sharing context patterns and technical troubleshooting strategies.
What Success Looks Like:
- Escalated issues are resolved with minimal internal friction and high customer satisfaction.
- Known issues are documented and shared proactively reducing repeat escalations.
- Critical incidents include timely clear status page updates when appropriate.
- The L1 team feels supported and learns from every escalation.
Critical Skills/Experience:
- 25 years of experience in technical support QA solutions engineering or related roles within a SaaS environment
- Strong technical troubleshooting skills with proficiency in reading logs APIs and data analysis (SQL or similar)
- Experience with tools like Zendesk Jira and Confluence
- Excellent written and verbal communication able to clearly explain technical issues to both technical and non-technical audiences
- Calm confident presence when working with escalated or frustrated customers
- Proven track record of ownership and follow-through especially when coordination across teams is required
- A proactive mindset you look for patterns question assumptions and propose process improvements
- (Preferred) Basic scripting experience (e.g. JavaScript Python)
The Ideal ClearGov Candidate
- Self-motivated self-starter with a zeal to win
- Great communicator; strong oral and written skills
- Ability to think creatively and innovatively
- Hands-on problem solver who enjoys cracking difficult nuts
- Quick study able to pick up and apply new concepts in a hurry
- Track record of achievement
- Enjoys working on and helping to build outstanding teams
- Demonstrates an entrepreneurial spirit and gets stuff done
- A sense of humor and dont take themselves too seriously
Why Join Us:
- Flexible remote work
- Chance to make a meaningful impact on government and school district transparency and accountability
- Opportunity to work in a fast-paced fun and collaborative environment
- Competitive salary and benefits package (see below)
- Professional growth opportunities
Compensation:
- In the spirit of transparency we are excited to share the base salary for this position is $90000 - $105000 exclusive of fringe benefits or potential bonuses. If you are hired at ClearGov your final base salary compensation will be determined by factors such as skills interview performance education and/or experience. In addition to those factors we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary for the role. Hiring beyond the base range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below).
Benefits:
- Competitive Salary
- Equity Package
- Quality Medical Dental and Vision Insurance Plans
- Flexible Spending Account
- Dependent Care Flexible Spending Account
- Short and Long Term Disability Insurance
- Life Insurance
- 401K Plan with Match
- Flexible Personal Time Off Policy
- 3 Floating Holidays (in addition to 10 Holidays Observed)
- 2 Volunteer Days Off
- Parental Leave
- Employee Referral Bonus
- Annual All Hands In-Person Event
How to Apply:
- Interested candidates should apply here: is an equal opportunity employer and values diversity in the workplace. We encourage individuals of all backgrounds to apply.
- Please note that interviews will not begin until August 4 2025 at the earliest.
#LI-ER1
#LI-Remote
ClearGov is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race color sex religion sexual orientation gender identity and expressions national origin disability genetic information pregnancy veteran status age or any other protected characteristic as outlined by federal state or local laws.
This policy applies to all employment practices within our organization including hiring recruiting promotion termination layoff recall leave of absence compensation benefits training and apprenticeship. ClearGov makes hiring decisions based solely on qualifications merit and business needs at the time.
At ClearGov we believe in the value of diversity and we know that diverse perspectives will help us build a stronger team to accomplish our shared mission to help local governments work better.
Required Experience:
Manager
Employment Type
Full-Time
