Software Support Specialist- Defensible Space & Vegetation Management Solutions

About the Role: We're seeking a Technical Support Specialist to join our team supporting agencies that use our software platform for defensible space inspections and green waste management programs. This role combines problem-solving with customer service to ensure our government and agency clients can maximize their efficiency and utility from our software solutions. Perhaps the most important component of this role is your ability to become a true product expert and help our clients use the product to best serve their needs.

Key Responsibilities:

● Serve as the primary point of contact for support, managing and resolving client support tickets in a timely manner

● Analyze, troubleshoot, and document software issues reported by agency users

● Collaborate with the engineering team to report software bugs

● Maintain and expand the support documentation library based on common user questions and needs

● Identify patterns in user inquiries to suggest product improvements and documentation updates

Required Qualifications:

● Strong problem-solving skills and ability to quickly learn new software

● Excellent written and verbal communication skills, with the ability to explain technical concepts clearly

● Experience in customer service or support

● Strong documentation skills and attention to detail

● Ability to prioritize and manage multiple support requests efficiently

Preferred Qualifications:

● Experience working with government agencies or fire prevention programs

● Background in GIS, forestry, or fire prevention

● Knowledge of defensible space concepts and vegetation management practices

● Previous experience with support ticket management systems

● Experience using the Fire Aside DSI and Chipper Programs

This position operates during standard business days (Monday-Friday) with flexible hours to accommodate your work-life balance. We offer a hybrid work model, allowing you to work remotely up to two days per week, with the remaining time spent collaborating in our office environment.