OpenGov Inc. · 1 day ago
Community Services Technical Support Specialist
Dallas, TX
Full-time
Onsite
New Grad, Entry Level
$52K/yr - $60K/yrOpenGov Inc. is the leader in AI and ERP solutions for local and state governments in the U.S. The Technical Support Specialist plays a pivotal role in fostering OpenGov's business growth by connecting with government leaders, providing training and support on OpenGov products, and ensuring high customer satisfaction through effective technical assistance.
Data VisualizationEnterprise SoftwareGovTechSaaSSoftware
Responsibilities
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
Utilize service management system (Salesforce Service Cloud) for case management by providing adequate log notes, timely case updates, and work towards First Contact Resolution (FCR) for incoming inquiries to Support
Independently assess and prioritize incoming cases, applying technical judgment to determine appropriate resolutions or escalations
Triage customer reported incidents for severity, urgency and content to ensure consistency and quality
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
Provide technical guidance and software training to customers and internal teams, influencing best practices and support strategies
Contribute to the existing knowledge base to support customer self-service and training
Participate in scheduled training sessions to learn internal and proprietary technologies
Utilizing AI tools to service more customers faster with higher quality
Qualification
Required
Technical degree (Computer Science degree preferred)
Experience in working with/troubleshooting: SQL and Data Management, GIS, ETLWorks pipeline, API data failures
Ability to build strong interpersonal, written and verbal communication skills required
Strong technical aptitude to problem solve and understand complicated problem statements required
Ability to develop and maintain clear documentation for triaging, responding to, troubleshooting, and resolving issues
Excellent organizational, time-management, and prioritization skills required
Ability to collaborate and thrive within a team environment required
Ability to learn new technologies and concepts quickly required
Ability to handle multiple competing priorities required
Must be able to work specific shifts to provide support during business hours required
Participate in rotating on-call after business hours support required
Preferred
Experience or interest in using AI
Company
OpenGov Inc.
Our mission is to power more effective and accountable government.
Founded in 2012
501-1000 employees
H1B Sponsorship
OpenGov Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (25)
2024 (12)
2023 (10)
2022 (14)
2021 (4)
2020 (9)
Funding
Current Stage
Late StageTotal Funding
$178MKey Investors
Cox EnterprisesEmerson CollectiveAndreessen Horowitz
2024-02-27Acquired
2022-02-01Series Unknown· $50M
2019-09-02Series D· $51M
Leadership Team
Zac Bookman
CEO and Co-founder
Paul Denton
Chief Financial Officer
Recent News
2025-12-29
Company data provided by crunchbase