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Support Engineer

Canada ● United States ● Virtual Req #63
Friday, February 11, 2022

Position Overview

OpenCounter is used by towns, cities, and counties to streamline the applicant experience of applying for permits online. When those municipalities have questions or problems, they turn to OpenCounter for support. Our goal is to respond to these requests in a timely manner so our customers can keep the application process running efficiently for their end-users. We triage incoming requests by quantifying the scope and impact of the problem, the root causes, and then address either through a configuration change, or through an engineering solution.

Technical Support Engineers (TSEs) manage issues from their first symptom to their eventual resolution, communicating with our customers and internal stakeholders throughout the process. People who succeed in this role tend to be empathetic, collaborative, and technically minded. TSEs are embedded within engineering teams at OpenCounter, and we have a high technical bar to ensure that we all speak the same language. We are a globally distributed, remote-friendly team - you can expect to consistently collaborate with folks in different locations and timezones.

What You'll Do

  • Write and refine reproduction steps for an issue
  • Identify an issue’s root cause
  • Fix directly or work with the engineering team to fix issues.
  • Act as a Subject Matter Expert (SME) for how the platform works by being embedded within engineering teams.

About You

  • Experience reading and writing code in a few different languages - preferably including React and Ruby
  • Familiarity with modern web technologies
  • he ability to work with a high degree of autonomy
  • Have a strong familiarity with full-stack web applications, preferably including Rails and React
  • Have the ability to dive into a codebase easily to discover issues
  • Have a customer-centric and diplomatic writing style: you'll be helping customers from a wide range of backgrounds, languages, and experience levels
  • Love talking to people and helping them solve problems
  • Really want to assist cities in making their constituents happy and successful
  • Have significant technical ability, with an understanding of the developer mindset, tools and culture
  • Have the ability to fix problems that come up often so that they never happen to any customer again
  • Have some knowledge of Unit Testing and Test Driven Development

Working at OpenCounter

  • OpenCounter is headquartered in Boston, but we are a remote-first and distributed team
  • Comprehensive medical, vision, and dental plan options
  • Flexible PTO policy including 11 paid holidays
  • Company-paid short-and long-term disability and life insurance
  • Small-team spirit with a stable backbone and strong growth potential

About OpenCounter

OpenCounter is on a mission to build a modern user interface to local government. Our permitting and licensing portals help constituents navigate the permitting process while freeing up staff resources and increasing customer satisfaction. We've assembled a team of seasoned government innovators and Silicon Valley technologists to build the most advanced permitting and licensing engine on the market. Today, we work with cities and counties across the country to streamline permitting and help their communities thrive.


About GTY Technology Holdings Inc. 

OpenCounter is part of GTY Technology Holdings Inc. (NASDAQ:GTYH) (“GTY”), a leading public sector technology company. Through its six business units, GTY offers an intuitive cloud-based suite of solutions for state and local governments, education institutions, and healthcare organizations spanning functions in procurement, payments, grant management, budgeting, and permitting.


OpenCounter and all GTY Business units are committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status concerning public assistance, familial status, military or veteran status or any other status protected by applicable law.


Other details

  • Pay Type Salary
Location on Google Maps
  • Canada
  • United States
  • Virtual