Product Support Specialist

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