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. • San Francisco or Washington DC Based: Energized by an in-office (Monday-Thursday) collaborative culture. 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 WHY JOIN AUTHORIUM? Join a team that’s passionate about driving innovation in government processes. At Authorium, you’ll have the opportunity to make a meaningful impact while working alongside a supportive and dynamic team.