Technical Customer Support Representative

Responsibilities

• Manage inbound customer support requests via chat, email, and screenshare, ensuring timely and professional responses
• Troubleshoot platform usage, configuration questions, and basic technical issues
• Support customers in preparing for and executing time-sensitive workflows, including live or scheduled events
• Provide real-time assistance when needed for high-priority customer scenarios
• Identify, document, and escalate bugs or complex issues to Tier 2 with clear and actionable context
• Collaborate with Customer Success Managers and Implementation teams on complex or high-visibility accounts
• Maintain accurate documentation of issues, feature requests, and edge cases
• Contribute to internal knowledge base and support documentation
• Identify opportunities to help customers better utilize the platform and improve their outcomes

Requirements

• Professional Qualifications
• 2-4 years of experience in customer support, customer success, or similar role (SaaS preferred)
• Demonstrated ability to independently troubleshoot and resolve moderately complex issues (permissions, data structures, integrations, configuration issues)
• Experience managing a support queue with competing priorities, including time-sensitive or live customer workflows.
• Comfortable investigating issues across systems (e.g., admin settings, browser behavior, basic API responses, logs) to identify root cause
• Experience documenting bugs clearly and collaborating with engineering teams using tools like Azure DevOps (or similar)
• Familiarity with tools such as Intercom, Slack, and ticketing/workflow systems
• Experience supporting or interacting with enterprise or high-touch customers is a plus
• Personal Qualifications
• Strong communicator who can clearly guide non-technical users
• Demonstrated ability to navigate complex or ambiguous customer scenarios and drive them toward resolution
• Calm and reliable in time-sensitive or high-pressure situations
• Curious and proactive problem solver
• Highly organized with strong attention to detail
• Good judgement in determining when to resolve independently vs. escalate
• Additional Requirements
• Ability to work Pacific Time Zone hours on a consistent basis
• Comfortable supporting time-sensitive customer needs, including real-time

Benefits

Additional Information

About PublicInput PublicInput develops and supports Software-as-a-Service (Saas) solutions designed for government agencies and their consultant partners to facilitate and manage better communication with the public. Based in Raleigh, NC, the company was founded with a vision to access and elevate historically underrepresented communities in the municipal and state planning process, while simultaneously streamlining cumbersome administrative work that so often prevents equitable outcomes. With a shared background in planning consulting, the company's co-founders believe that technology can play a key role in making government more responsive and representative of communities' broadest needs. Our Approach Many engagement solutions only address small parts of the engagement process, offering a piecemeal approach that relies on third-party partnerships to fill in the gaps. PublicInput uses a unified approach, blending traditional and virtual engagement tactics via one integrated platform. Reliable, equitable, and simple, our easy-to-use user interface gives governments all the tools needed to facilitate successful public engagement. Our Culture PublicInput is driven by the idea that "life is all about the people you meet and the things you create with them." We are privileged to work with exceptionally talented colleagues to create a meaningful change for governments and society. PublicInput's mission is to enable collaborative democracy through technology. This means creating systems that allow governments to build relationships with their community through more reliable communication, lowered barriers to participation, and data analytics to understand what they're hearing. That is why we work hard to be the experienced and empathetic innovation partner that state and local governments deserve, while building an exceptional team and company. About The Role & You: PublicInput is seeking a Technical Customer Support Representative to serve as the front line of the customer experience. This role is responsible for managing inbound support requests, guiding customers through platform usage, and ensuring timely, effective resolution of issues. This position combines general support responsibilities with support for time-sensitive customer workflows, including live or scheduled events. You will work closely with Tier 2 Support, Customer Success, and Implementation to ensure customers are supported before, during, and after key moments. This role requires strong communication, sound judgement, and the ability to operate calmly in both routine and high-priority situations, with a primary focus on supporting customers during Pacific Time Zone business hours.

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