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
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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.
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Product Enablement: Work with our Product, Engineering, and Education teams to ensure our product documentation and examples are up-to-date and accurate.
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Feedback Aggregation: Collect user feedback and turn it into actionable next steps for Product & Engineering
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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.
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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.
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Technical Curiosity
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Applies analytical reasoning and critical thinking skills to technical troubleshooting.
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Possesses a passion for exploring new technologies and problem-solving in dynamic environments.
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Thrives in an environment where their work has impact and high visibility.
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Customer Communication and Empathy
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Exemplary written communication and technical writing skills
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Experience advocating for customers by proactively identifying problems and suggesting creative solutions to update processes to benefit the customer experience
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Demonstrates experience with providing high-touch customer support over email and in live settings
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Technical Acumen
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Depth in providing technical support and usage of modern software systems Engineering or Software Engineering
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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
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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
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Preferred: experience with low-code or workflow tools
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Experience working with engineering and product teams as part of the software development process
Personal Attributes
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Strong decision-making skills, quick to take ownership, and skilled in cross-functional coordination with other stakeholders and colleagues.
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Has a sense of urgency and finds the most efficient way to move forward on a given task or effort.
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Displays excellent listening, interpersonal, written and oral communication skills.
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Naturally curious, eager to learn and proactive in sharing knowledge with others.
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Effectively prioritizes and executes tasks while under pressure
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Demonstrates a high EQ, often described as the best collaborator and go-to person on a team
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Process-oriented with an automation/efficiency mindset
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Comfortable navigating ambiguity and thriving in a rapidly evolving startup environment.
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Values the mission of Authorium. Shares Authorium's commitment to improving government operations and actively contributes to that mission.

Benefits

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Salary Range: $78,000-$90,000
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100% benefits coverage for employee
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401K Profit Share plan
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Flexible PTO
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Home office stipend
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Comprehensive wellness benefits
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Commuter stipend for hybrid roles