Founding Support Analyst, CivCheck
Core
First point of contact for government customers using CivCheck (Guided AI Plan Review software), troubleshooting issues, creating support resources, and defining support workflows at scale.
Role type
Founding Support Analyst (SaaS)
Builds
CivCheck support operations and customer success for government agencies
Domain
Government technology / AI-powered plan review
Required skills
technical troubleshooting, incident management, knowledge base creation, SLA tracking, cross-functional collaboration, written communication, video/voice support, JIRA ticketing, Salesforce/Zendesk proficiency
Preferred skills
experience with AI tools, government sector knowledge, on-call rotation management
Technologies
Salesforce, Zendesk, Slack, JIRA, Arcade, Google Workspace, Sentry, LogRocket, Claude
Responsibilities
Manage and resolve customer support cases via portal/email/call; troubleshoot product defects and configuration issues; maintain and build internal/external support documentation and playbooks; track SLA compliance and escalate critical incidents; partner with Product/Engineering to improve the support experience.
Seniority
Individual Contributor, founding team member
