Product Support Specialist

Job details

Work model

Hybrid

Salary

Not listed by source

Location

Washington DC

Other jobs from this company

How this role compares at Authorium

Authorium has 7 live roles in MeritLog’s job list across 5 job types, and 2 of them are in customer support. 0 of those jobs list a pay range. That is 0%.

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Job description

ABOUT AUTHORIUM Authorium is a high-growth GovTech SaaS company transforming how government agencies manage administrative operations. Our platform replaces fragmented document management solutions and decades-old legacy systems with a unified user interaction and data layer that manages billions of dollars in public funds; serving state, local, and federal agencies that in turn support millions of citizens and businesses. Authorium sits at the intersection of modernization, public service, and technology innovation like AI-enabled workflows. Our team moves fast, collaborates across teams, and builds for impact. WHAT YOU’LL DO - Customer Support Excellence: Break down complex customer questions into manageable pieces, dive into the Authorium platform to find the answers to those questions, and craft concise and friendly responses. - Product Enablement: Work with our Product, Engineering, and Education teams to ensure our product documentation and examples are up-to-date and accurate. - Feedback Aggregation: Collect user feedback and turn it into actionable next steps for Product & Engineering - Incident Support: Participate in regular rotations for weekday and on-call coverage, providing emergency support to enterprise customers, and working with Product & Engineering teams to coordinate incident relief, resolution, and communications. - Proactive Solutions: Work on ticket deflection projects and proactive support motions to eliminate common ticket trends. REQUIREMENTS KNOWLEDGE & EXPERIENCE The Product Support Specialist requires a combination of high customer empathy and communication, technical curiosity, and technical acumen. - Technical Curiosity - Applies analytical reasoning and critical thinking skills to technical troubleshooting. - Possesses a passion for exploring new technologies and problem-solving in dynamic environments. - Thrives in an environment where their work has impact and high visibility. - Customer Communication and Empathy - Exemplary written communication and technical writing skills - Experience advocating for customers by proactively identifying problems and suggesting creative solutions to update processes to benefit the customer experience - Demonstrates experience with providing high-touch customer support over email and in live settings - Technical Acumen - Depth in providing technical support and usage of modern software systems Engineering or Software Engineering - Experience in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and issue resolution - Experience working with engineering and product teams as part of the software development process, maintaining a backlog, managing prioritization and criticality definitions, and aligning them to internal and external SLAs - Preferred: experience with low-code or workflow tools - Experience working with engineering and product teams as part of the software development process PERSONAL ATTRIBUTES - Strong decision-making skills, quick to take ownership, and skilled in cross-functional coordination with other stakeholders and colleagues. - Has a sense of urgency and finds the most efficient way to move forward on a given task or effort. - Displays excellent listening, interpersonal, written and oral communication skills. - Naturally curious, eager to learn and proactive in sharing knowledge with others. - Effectively prioritizes and executes tasks while under pressure - Demonstrates a high EQ, often described as the best collaborator and go-to person on a team - Process-oriented with an automation/efficiency mindset - Comfortable navigating ambiguity and thriving in a rapidly evolving startup environment. - Values the mission of Authorium. Shares Authorium's commitment to improving government operations and actively contributes to that mission. BENEFITS - Salary Range: $78,000-$90,000 - 100% benefits coverage for employee - 401K Profit Share plan - Flexible PTO - Home office stipend - Comprehensive wellness benefits - Commuter stipend for hybrid roles