Principal Customer Support Specialist (On-Site)

Job Description

Job Description

Job Summary:

As a Principal Customer Support Specialist, you will provide strategic, expert-level technical support to ensure high customer satisfaction. You will diagnose and resolve complex technical issues, leveraging automation and instrumentation to prevent future problems. As a senior team member, you will handle critical escalations, collaborate with engineering, QA, and product teams, and may perform on-site customer support. You will also mentor junior staff and contribute to improving team performance and technical expertise.

Duties and Responsibilities:

• Provide strategic technical support for Neumo Core and Applications products, ensuring timely resolution of complex issues.
• Use automated tools and instrumentation to diagnose, document, and resolve problems while preventing recurrence.
• Serve as an expert resource for highly complex and critical customer issues.
• Act as the primary contact for escalated support cases, collaborating with engineering, QA, and product management.
• Conduct on-site customer support when necessary to resolve high-impact issues.
• Deliver post-sales technical support, including troubleshooting and product usage guidance (e.g., Zendesk).
• Build and maintain strong customer relationships to ensure satisfaction.
• Mentor and guide junior support staff to enhance team capability.
• Lead or contribute to cross-functional initiatives and process improvements.
• Create and maintain technical documentation, procedures, and best practices.
• Perform root cause analysis and collaborate with product/engineering teams to improve system stability.
• Advocate for customer needs across the organization to drive satisfaction.
• Perform other duties as assigned.

Education and Experience:

• 7+ years of experience with Neumo Core products or 8+ years with Applications products in a support role (preferably SaaS).
• Bachelor’s degree in Computer Science, MIS, Engineering, Science, Math, Physics, Chemistry, or related field or equivalent technical experience.
• Proven experience supporting applications at both functional and technical levels (preferably Neumo products).
• Experience managing high-priority, escalated customer issues.
• Experience leading cross-functional projects or teams.
• Project management experience or certifications preferred.

Knowledge, Skills and Abilities:

• Expertise in diagnosing and resolving complex technical issues using automation and advanced troubleshooting.
• Strong written and verbal communication skills; ability to explain technical concepts to diverse audiences.
• Demonstrated leadership and mentoring ability.
• Ability to work independently with strong judgment in fast-paced environments.
• Strong organizational and multitasking skills with deadline prioritization.
• Familiarity with tools such as Microsoft Office, Jira, Slack, and Salesforce.
• Technical experience with:
  • Anti-virus software
  • Microsoft Active Directory (AD)
  • DNS and DHCP
  • Microsoft Windows
  • Network printers
  • Microsoft Office Suite
  • Ticketing systems (e.g., Salesforce, Zendesk)
  • General system administration
• Experience with SQL or other programming/scripting languages.
• Strong de-escalation and conflict resolution skills.

Work Environment:

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

Physical Demands:

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.