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