Customer Technical Support

Responsibilities:

• Perform in-depth troubleshooting, including DB analysis, monitoring alerts, and reading system logs to identify and solve complex support issues and escalations
• Set up SSL/IIS certificates and troubleshoot DNS issues as needed
• Aid with strategic platform / website builds, customizations, and configurations based on client requirements / requests
• Apply CSS /Javascript upon request to sites via CMS and dashboard
• Read/edit HTML to meet client requests
• On-call shifts for out-of-hours during busy periods
• Assist with the creation and optimization of our external Knowledge Base, support documentation and best practices.
• Reproduce and document product defects, work with Product and Engineering teams to understand and resolve complex issues
• Support the mission of the company by using our product to provide a high level of client service
• Maintain clear and concise communication for all cases in a timely and efficient manner.
• Triage inbound support requests and resolve or escalate to the appropriate internal team
• Proven problem-solving and technical troubleshooting skills

Qualifications:

• 3+ years in customer/technical support or equivalent roles
• Experience working within a B2B SaaS organization
• Excellent verbal and written communication skills
• Excellent customer service and interpersonal skills
• Strong technical aptitude and/or basic understanding of HTML/CSS, SQL, JavaScript, API concepts
• Familiarity with AWS a plus
• Familiarity with Salesforce Service Cloud or similar CRM/ticketing system, a plus
• Ability to work autonomously in a high paced work environment

About Gravyty

At Gravyty, we are redefining how higher education, K-12, and nonprofits engage students, alumni, and donors. Our AI-powered platform transforms engagement by breaking down data and technology silos, creating a seamless experience across the entire lifecycle—from student success to alumni and donor relationships. Trusted by over 2,750 institutions and organizations, Gravyty powers more than 25.5 million interactions annually, driving better outcomes, greater efficiency, and stronger connections.

Our global team of 150+ passionate professionals is united by a shared commitment to innovation, excellence, and making a real impact. If you’re looking to be part of a dynamic, purpose-driven company, Gravyty is the place for you.

We offer competitive benefits, employer-matched retirement plans, flexible time off, and a supportive environment where your contributions make a difference.

We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the hiring process, please let us know, and we will work with you to meet your needs.