Technical Support Engineer II

Your Impact

The Technical Support Engineer II is responsible for delivering exemplary technical support and customer service across all CivicPlus products. Utilizing email, live chat, and phone channels, they ensure a superior support experience for customers. Effective communication and technical proficiency are paramount as they address inquiries and provide solutions.

About CivicPlus

At CivicPlus, we strive to bring our company vision to life through innovation and collaboration. Supported by approachable leadership and transparent communication, we're empowered to make an impact on local government and the residents they serve. Grow your career alongside great people, where authenticity is welcome, successes are celebrated, and potential is nurtured.

What You’ll Do

As a Technical Support Engineer II,  you will:

• Provide exceptional technical support and service directly to customers.
• Investigate, troubleshoot, and resolve customer issues with clarity and thorough documentation.
• Maintain detailed internal records of all interactions using ticketing software.
• Cultivate strong relationships with colleagues and customers.
• Escalate unresolved issues with comprehensive documentation to designated internal teams.
• Identify and escalate recurring issues, facilitating their resolution by product engineering teams.
• Collaborate with internal departments to ensure customer success.
• Demonstrate deep product knowledge and familiarity with CivicPlus processes.
• Act as a subject matter expert, contributing to internal and customer-facing training documentation.
• Consistently achieve or exceed service level targets.
• Drive efficiency improvements in workload management.
• Mentor new employees, providing training in troubleshooting, business processes, and product knowledge.

What We’re Looking For

We know that excellent candidates come from diverse backgrounds. Even if you don’t meet 100% of the listed requirements, we encourage you to apply!

Preferred Qualifications: 

• Strong interpersonal skills and a proactive, self-starting attitude.
• Excellent written and verbal communication abilities.
• Proficiency in technical skills including HTML, CSS, and JavaScript.
• Customer-centric approach with a focus on anticipating needs and concerns.
• Effective time management and prioritization of tasks and deadlines.
• Commitment to continuous improvement through training and personal development.
• Bachelor’s degree in Information Systems Technology or equivalent experience.
• Ability to thrive in ambiguous situations.

Why CivicPlus?

This role offers:

• Make a real impact for local governments: You’ll be the trusted technical partner for customers who rely on CivicPlus every day—helping cities, counties, and agencies serve their communities better through reliable technology.
• Go beyond ticket-taking: This role gives you ownership. You’ll troubleshoot complex issues, spot patterns, and collaborate directly with product and engineering teams to influence real product improvements.
• Grow as a technical expert and mentor: You’ll deepen your skills across modern web technologies while serving as a subject-matter expert and helping onboard and mentor newer team members.
• Work with a collaborative, customer-first team: You’ll partner closely with teammates across Support, Product, and Engineering in an environment that values knowledge-sharing, continuous improvement, and doing right by the customer.

Compensation and Benefits

• Estimated Salary Grade Range: $22.78 – $31.44
  • The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and is based on a 40-hour work week.
• Benefits: Comprehensive health insurance, dental insurance, vision insurance, Flexible Time Off, 401(k) plan, and more.

Our Hiring Process

• Introductory call with Talent Acquisition
• Interview with the Hiring Manag