Founding Support Analyst (CivCheck)

• CivCheck is Clariti’s Guided AI Plan Review software, helping government agencies approve permits faster with AI that guides applicants to a complete and compliant submission and staff through every check
• As the Founding Support Analyst for CivCheck, you’ll be the first point of contact for government customers using the product, helping them get real value out of the platform while laying the groundwork for how CivCheck support works at scale. Reporting to Manager, Customer Support, you’ll troubleshoot issues, create the resources that future teammates will lean on, and work closely with Product and Engineering to make the product better for the people who use it every day
• You’ll have the autonomy to define how things are done, the support of the broader Clariti team behind you, and a real opportunity to grow as the CivCheck product line grows
• Serve as CivCheck’s primary day-to-day support contact for contracted customers, managing requests submitted through the support portal, email, and other approved support channels
• Monitor support queues and acknowledge, triage, and prioritize customer-reported issues in accordance with contracted severity definitions, support hours, and response commitments
• Own support cases from intake through resolution or closure, maintaining clear documentation of customer impact, investigation steps, reproduction details, workarounds, decisions, escalations, and final outcomes
• Assess issue severity and priority based on business and production impact, affected users, workaround availability, and potential safety, security, or data-integrity concerns. Communicate promptly when a customer-selected priority must be adjusted
• Set clear expectations with customers regarding ownership, next steps, investigation progress, and expected timelines, providing proactive updates throughout the case lifecycle
• Connect directly with customers through written communication and live video or voice calls when needed to investigate complex issues or provide guidance
• Conduct initial investigation, troubleshooting, and reproduction of customer-reported issues, distinguishing between product defects, configuration issues, how-to questions, and implementation needs
• Resolve routine product and configuration questions when appropriate, route implementation or deeper configuration work to Professional Services, and elevate confirmed product defects to Engineering through well-documented JIRA tickets
• Immediately esCalate confirmed critical and high-priority incidents through defined internal escalation paths and remain the primary customer-facing coordinator while Engineering, Product, infrastructure providers, or other third parties investigate
• Provide clear incident updates including current findings, available mitigation or workarounds, responsible internal teams, next steps, and estimated restoration timing when known
• Partner with Engineering and Operations to gather incident timelines, outage duration, root-cause information, mitigation details, and restoration updates for customer communication and service-level reporting
• Track support performance against contractual response commitments, identify potential SLA risks early, and esCalate internally when response or resolution targets may be missed
• Maintain accurate support records that enable CivCheck to demonstrate compliance with contractual response, escalation, communication, and resolution obligations
• Participate in CivCheck’s defined on-call or after-hours coverage model for critical incidents, acting as the primary support coordinator without being individually responsible for 24/7 coverage
• Help establish and maintain staffing, handoff, on-call, and escalation procedures required to support customers with 24/7 emergency-response or dedicated emergency-channel commitments
• Maintain customer-specific support playbooks documenting business hours, support channels, severity definitions, response commitments, emergency contacts, escalation paths, maintenance-notification requirements, and reporting obligations
• Answer how-to questions, explain product functionality, and provide walkthroughs or existing resources that help government users accomplish their goals and become increasingly self-sufficient
• Build and maintain CivCheck’s customer-facing knowledge base, including product guidance, support articles, user experience documentation, Arcade walkthroughs, and other self-service resources
• Build and maintain internal support documentation covering troubleshooting guidance, support processes, escalation paths, customer-specific requirements, and operating procedures
• Help define and document scalable support workflows as CivCheck’s customer base and support needs evolve
• Advocate for customers by identifying recurring issues, support trends, and customer feedback and sharing actionable insights with Product and Engineering
• Contribute to release evaluations, user acceptance testing, and internal product demonstrations to ensure Support is prepared for upcoming launches and changes
• Work cross-functionally with Product, Engineering, Design, Professional Services, and Operations to resolve customer issues and improve the end-to-end support experience
• Use CivCheck’s support and collaboration tools, including Salesforce, Zendesk, Slack, JIRA, Arcade, Google Workspace, Sentry, LogRocket, and AI tools such as Claude

Benefits

• Flexible Work Culture
• Professional Development
• Team Building Events/Outings
• Motivated Team
• Corporate Bonus Plan

This role is for someone who is energized, not intimidated, by the absence of a playbookAttention to detail, you handle customer issues thoroughly and keep records accurate and up to dateA passion for documentation, you don’t merely resolve inquiries; you meticulously record findings to ensure the next teammate can bypass the troubleshooting process entirelyEmpathy-driven advocacy, you prioritize the customer experience, ensuring users are truly heard, expertly guided, and empowered to achieve their goalsComfort with ambiguity you thrive in environments that are still being built, take initiative without waiting for a playbook, and are energized by the chance to help create oneFamiliarity with AI tools (Claude, ChatGPT, or similar) you’re comfortable using AI to work more efficiently, or you’re actively curious about it and quick to adopt new technology when it helps you do your job betterFamiliarity with CRM and support tools experience with Salesforce, Zendesk, or similar platforms is a plus; comfort learning new tools quickly is a mustExceptional communication clarity, you simplify complex technical details for non-technical users, crafting comprehensive responses that proactively eliminate the need for further inquiryCollaborative spirit, you work well across teams, take feedback well, and know when to loop in the right people4–6 years in a technical support or customer-facing role in a SaaS environment you’ve diagnosed software issues, worked with logs or session data, and know how to investigate a problem systematically rather than just pass it alongInnate curiosity and resourcefulness you embrace the unknown by digging for answers and ensuring every inquiry is met with a definitive resolutionExperience in a startup or high-growth environment — you’ve worked on a small team where the playbook was still being written, worn multiple hats, and figured things out on the flyExperience supporting government, public sector, or civic technology customers — you understand the unique context government agencies operate inExperience writing or maintaining support documentation, knowledge base content, or runbooks — you’ve built resources that actually get usedLocation in Canada (preferred)Familiarity with government permitting, licensing, inspections, code enforcement, or similar workflows