Spatial Data Logic (“SDL”) is seeking a passionate technical support representative to join our dynamic team. As a part of SDL’s Technical Support Team you play a key role in the support and overall satisfaction of our customers as the first point of contact for our end users across all SDL software platforms. You will provide an exceptional level of service as you become an expert on SDL’s software platforms and products in order to identify, troubleshoot, and resolve technical issues in a timely manner.

Why work at SDL?

Spatial Data Logic recently received an investment from Gauge Capital, a private equity firm focused on investing in high quality businesses with market leading products and solutions. Gauge is a growth-oriented investor, adding additional capital and resources to accelerate their growth and foster an environment where employees can succeed. At SDL, we have a fast-paced, supportive, collaborative and innovative work environment. Our mission is to make an impact within municipal governments across the United States by developing high-quality software solutions to help municipal employees improve their workflows and communicate more effectively with citizens. We believe that continuous learning, growth and development, and a healthy work-life balance are essential to our collective success. We are looking for people who want to feel that their work is making a difference in the day to day processes of local, county and state government agencies and employees.

Career Trajectory

We believe in rewarding strong performance and providing opportunities for our employees to grow and develop in their careers. Trajectories can take multiple paths depending on your career ambitions and we are committed to working with and supporting your professional growth.

Product

SDL's software helps bridge the gap between municipalities and their constituents by providing visibility across departments, streamlining workflows for staff and enabling self-service access for residents. Our products are used by municipal employees both in the office and on mobile devices in the field. Citizens can search public records, request information and submit online forms. SDL’s products range from modern, cloud-native, web-based applications to hosted and on-premise applications.

Responsibilities

• Provide guidance and issue resolution to SDL software users
• Ability to troubleshoot a variety of software, hardware, network connectivity, email, and secondary issues
• Provide direction and instruction on best practices and efficient software usage for end users
• Provide support via phone, email and remote desktop
• Proactively review and resolve assigned tickets with follow-up to ensure customer satisfaction
• Identify and create feature requests and be responsible for tracking requests to closure
• Provide detailed documentation in all support tickets
• Advise Technical Support Supervisor / Team Lead & Customer Success of complex issues, as needed
• Become an expert and stay current on SDL products and services

Requirements

• 3 years in a technical support role
• Strong analytical, problem solving, and communication skills
• Strong ability to troubleshoot software issues
• Collaborative team player
• Strong attention to detail and excellent organizational skills
• Proficient with Microsoft Windows Operating systems, both desktop and server.
• Knowledge of basic networking
• Prior experience with helpdesk software
• SQL Database knowledge a plus
• Municipal Government or previous SDL software platform knowledge desirable