Manager, Technical Support

Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.  

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe. 

Want to know more? See more of what we do here.  

The Technical Support Manager is a senior position within the Granicus Technical Support organization. As a functional leader you will be responsible for all aspects of team leadership within the Technical Support Team: from recruiting, coaching, performance management and service delivery. We run a 24/7/365 operation and you will be responsible for ensuring staffing across phone, chat, portal and email channels across our worldwide locations. As an experienced team builder, you will be tasked with partnering with our product, engineering and implementation teams to solve customer problems and champion a world-class customer experience. You will also be interfacing with clients regularly, by dealing with customer escalations quickly and efficiently and gathering input on their support experience to help address any concerns or challenges they might have and driving positive change to alleviate those concerns.  You will be expected to initiate and drive strategic initiatives within your own team and champion them across the wider Technical Support worldwide team, therefore your skills and experience with driving positive transformational change and efficiencies is a key aspect of this role.  You will also be responsible for tracking top trending customer issues, reporting on trends and presenting findings to senior and executive leaders and making recommendations to further enhance our overall customer experience.

·        Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.

·        Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies. 

Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit! 

- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.

- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be

a part of our journey.

- A few culture highlights include – Employee Resource Groups to encourage diverse voices

- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and

sometimes difficult issues ranging from mental health to work-life balance and current affairs. 

- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.-=- - We bring in special guests from time to time to discuss issues that impact our employee

population 

- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here.