Product Support Rep III

CentralSquare Technologies is Hero-Grade. As the trusted provider of public sector software in North America, more than 8,000 agencies rely on our comprehensive, cloud-based platform to manage critical operations – from dispatch to records, permitting to payroll. We serve with purpose and stand together with our heroes, committed to supporting the public sector with software built for impact. 

The Role

This role provides escalated technical support directly to CentralSquare's customers via phone, web, and/or email. The rep diagnoses problems, resolves questions, and troubleshoots escalated technical issues of increasing complexity. The role acts as a customer advocate on high-priority issues, drives Knowledge Base quality, and works under limited supervision following established procedures.

Job Duties Include:

• Provide internal and external user support for application issues of a technical nature.
• Collaborate with fellow support colleagues and other internal organizations to deliver superior customer service.
• Maintain regular, clear communication with customers on request status.
• Act as a customer advocate on high-priority issues — drive timely resolution and feed customer input back into process/product improvement.
• Use the Knowledge Base and AI to solve Cases in a timely manner.
• Keep KB content accurate; provide updates and feedback where needed.
• Create internal and customer-facing KB content.
• Review and publish draft content written by others.
• Anticipate customer needs and address concerns proactively.
• Handle difficult customer interactions and complex problems without supervisory intervention.
• Maintain poise and professionalism under pressure.
• Handle escalated calls/issues of increasing complexity.
• Troubleshoot technical issues of increasing complexity.
• Assist in training other Product Support team members.
• Meet or exceed department performance standards.
• Build strong working relationships with cross-functional teams.
• Work with customers to identify reported system defects.
• Work under limited supervision, following established procedures and guidelines.
• Perform all other duties as assigned.

Requirements:

• Bachelor's in IT or equivalent relevant experience required.
• 5+ years of experience in software support or a related role.
• Proficient in SQL Server.

CentralSquare Technologies: Where Mission Meets Innovation

CentralSquare Technologies is proud to be an Equal Opportunity Employer. We are committed to fostering a workplace that is inclusive, respectful, and free from discrimination—where all individuals are valued, supported, and provided equal opportunity to succeed.

We place a strong emphasis on supporting military veterans and their spouses and recognize the leadership, discipline, resilience, and mission-oriented mindset they bring to the workforce. The skills developed through military service—such as accountability, teamwork, adaptability, and the ability to perform under pressure—are highly valued at CentralSquare and directly contribute to our success.

In addition to our commitment to veterans, CentralSquare Technologies welcomes and encourages applicants from all backgrounds. We are committed to equal employment opportunity for all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.

Our employees reflect a wide range of experiences, perspectives, and identities, and this diversity strengthens our ability to innovate and serve the public sector, whether through our public safety or public administration businesses. Through our technology, we support public servants and the communities they serve, and we believe our workforce should reflect those communities as well.

If you are seeking an opportunity to contribute to meaningful work that impacts communities nationwide—whether continuing a legacy of service or beginning a new chapter—CentralSquare Technologies invites you to apply.

Your next mission starts here.