Job Overview
Location
United States
Job Type
Full-time
Category
Operations
Date Posted
May 6, 2026
Full Job Description
đź“‹ Description
- • Lead and scale a multi-tiered Customer Support organization, including Help Desk (Tier 1) and Technical Support (Tier 2), ensuring fast, reliable, and high-quality support across all customer environments for public safety agencies.
- • Own and manage 24x7x365 support operations, including after-hours and emergency escalation coverage, acting as the senior escalation point for critical incidents and high-impact customer issues.
- • Partner closely with Engineering, Product, and Technical Services teams to prioritize and resolve issues, define and enforce SLAs, and drive continuous improvement of support processes, workflows, and tools using AI-enabled automation.
- • Lead, mentor, and develop a high-performing support team with strong accountability and responsiveness, while developing and maintaining support documentation, playbooks, and standard operating procedures.
- • GovWorx is transforming how public safety agencies hire, train, and retain their teams through responsible AI and intelligent automation, supporting dispatchers, officers, medics, and leaders with technology that builds skill, confidence, and operational excellence.
- • In this role, you will directly impact the reliability and responsiveness of mission-critical systems, ensuring the professionals who serve our communities have the support they need—when they need it most.
🎯 Requirements
- • 6–10 years of experience in Customer Support, Technical Support, or Support Operations within a SaaS or technology environment.
- • 2–5 years of experience managing or leading support teams, including Tier 1 (Help Desk) and/or Tier 2 support.
- • Hands-on experience managing ticketing systems and support workflows (e.g., Zendesk, Jira, Freshdesk, or similar).
- • Proven ability to manage ticket queues, backlogs, and prioritization in a fast-paced environment.
- • Experience handling customer escalations and critical incidents, with strong judgment and problem-solving skills.
- • Familiarity with 24/7 support models, on-call rotations, or after-hours escalation processes.
- • Working knowledge of incident management, SLAs, and support performance metrics.
- • Demonstrated ability to perform mid-level technical troubleshooting, including diagnosing issues using logs, identifying configuration or integration problems, and isolating root causes prior to escalation.
- • Experience collaborating with Engineering, Product, and Technical teams to resolve issues and improve systems.
- • Strong organizational skills with the ability to balance multiple priorities and shifting demands.
- • Ability to analyze support trends and drive process improvements.
- • Experience developing or maintaining support documentation, SOPs, and knowledge bases.
- • Comfortable working in technical environments (APIs, integrations, SaaS platforms), without requiring deep engineering expertise.
- • Preferred experience using AI-enabled support tools, automation platforms, or workflow optimization technologies to improve support team efficiency, accelerate ticket triage, strengthen knowledge management, and reduce manual administrative effort.
- • Strong communication skills, with the ability to clearly convey technical issues to both technical and non-technical stakeholders.
- • Bachelor’s degree or equivalent practical experience.
- • Must be able to pass FBI fingerprinting and background checks in multiple states.
🏖️ Benefits
- • Direct impact on mission-critical systems supporting public safety agencies, including dispatchers, officers, medics, and leaders.
- • Opportunity to lead and scale a high-performing support team in a mission-driven environment focused on operational excellence.
- • Work with responsible AI and intelligent automation to improve support efficiency and customer experience.
- • Remote work flexibility within the United States.
- • Full-time position with clear pathways for leadership growth and professional development.
- • Engage in cross-functional collaboration with Engineering, Product, and Technical Services to drive product improvements.
Skills & Technologies
Remote
Degree Required
About GovWorx, Inc.
GovWorx is a SaaS company that helps local and state government agencies in the United States manage and automate grants, permitting, licensing, and compliance workflows through a cloud-based platform. It provides configurable modules for application intake, document management, review tracking, reporting, and audit trails, reducing paper and manual processes. Founded in 2016 and headquartered in Raleigh, North Carolina, the company serves municipalities, counties, special districts, and state departments seeking to modernize administrative operations and improve transparency.
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