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    "requisitionDescription": "<div><p style=\"margin-left:0in;\" data-pasted=\"true\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><strong>Job Summary:</strong></span></p><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>As a Principal Support Specialist, you will be responsible for providing strategic, expert-level technical support to ensure the highest levels of customer satisfaction. You will play a key role in diagnosing and resolving complex technical issues, leveraging automated technology and instrumentation to prevent future problems. As a senior member of the support team, you will be the go-to expert for critical customer escalations and complex issues, frequently collaborating with engineering, QA, and product teams to resolve challenges. Your responsibilities may involve on-site visits to customers, in addition to remote support. You will also mentor junior support team members and provide guidance to improve team performance and technical acumen.</span></p><p style=\"margin-left:0in;\"><br><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><strong>Duties and Responsibilities:</strong></span></p><div style=\"margin-left:0in;\"><ul style=\"list-style-type: disc;\"><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Offer strategic technical support for Neumo Core and Applications products, ensuring timely resolution of complex customer issues.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Utilize automated technology and instrumentation to diagnose, document, and resolve technical problems while proactively preventing future issues.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Act as a key technical resource, frequently addressing extremely complex and critical customer issues that require expert-level troubleshooting.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Serve as the primary point of contact for escalated support cases, collaborating with internal teams (engineering, QA, and product management) to drive solutions.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Lead on-site customer support efforts as necessary, resolving high-impact technical issues in person when required.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Deliver post-sales technical support for customers, including answering questions related to the use and troubleshooting of Neumo products (including Electronic Support Services like Zendesk).</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Develop and maintain relationships with customers to ensure they receive the best possible support and satisfaction with Neumo products.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Mentor and provide direction to junior support staff, sharing knowledge and fostering team development.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Lead or contribute to cross-functional projects, initiatives, and process improvements aimed at enhancing customer experience and product usability.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Develop and update technical documentation, procedures, and best practices for both internal and external use.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Collaborate on root cause analysis of recurring issues to help product and engineering teams improve the stability and functionality of Neumo products.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Drive customer satisfaction by advocating for customer needs within the support team and across the organization.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements.</li></ul></div><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><strong>Education and Experience:</strong></span></p><div style=\"margin-left:0in;\"><ul style=\"list-style-type: disc;\"><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>7+ years of experience with Neumo Core products or 8 years of experience with Applications products in a support role, preferably in a SaaS environment.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Bachelor&#39;s degree in Computer Science, Management Information Systems, Science, Engineering, Math, Physics, or Chemistry, or similar technical degree/certification.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Alternatively, proven professional and technical experience demonstrating a deep understanding of Applications at both functional and technical levels (preferably Neumo products).</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Experience managing and resolving high-priority, escalated customer issues.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Project management experience or certifications.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Prior experience leading cross-functional projects or teams.</li></ul></div><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><strong>Knowledge, Skills and Abilities:</strong></span></p><div style=\"margin-left:0in;\"><ul style=\"list-style-type: disc;\"><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Expertise in diagnosing and resolving complex technical problems using automation tools and advanced troubleshooting methods.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Strong written and verbal communication skills, with the ability to explain complex technical solutions to both technical and non-technical stakeholders.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Demonstrated leadership skills, with the ability to mentor junior staff and provide direction on complex technical matters.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Ability to work independently, exercising sound judgment and problem-solving in a fast-paced environment.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Familiarity with support tools such as Microsoft Office, Jira, Slack, and Salesforce.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Strong organizational skills, with experience managing multiple tasks and prioritizing under tight deadlines.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Experience with SQL or other coding languages for troubleshooting and automation.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Strong de-escalation and conflict resolution skills.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Hands-on experience with the following products and tools:<ul style=\"list-style-type: circle; font-family: initial; font-size: initial; color: initial;\"><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Anti-Virus Software</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Microsoft Active Directory (AD)</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Microsoft Domain Name Services (DNS)</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Microsoft Dynamic Host Configuration Protocol (DHCP)</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Microsoft Windows</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Network Printers</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Microsoft Office Suite</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Ticketing systems (e.g., Salesforce, Zendesk)</li><li style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>General system administration tasks</li></ul></li></ul></div><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><strong>Work Environment</strong>:</span></p><div style=\"margin-left:0in;\"><ul style=\"list-style-type: disc;\"><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Office setting with a moderate noise level.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>The employee will work at an individual workstation, using a telephone and computer.</li></ul></div><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'><strong><br>&nbsp;Physical Demands</strong>:</span></p><div style=\"margin-left:0in;\"><ul style=\"list-style-type: disc;\"><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Must be able to remain seated for extended periods.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Regular use of a computer and other office machinery, such as printers and copy machines.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Occasional movement around the office.</li><li style='margin-left: 0in; font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Frequent communication via telephone.</li></ul></div><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>&nbsp;<br><strong>Neumo Summary:</strong></span></p><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>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.</span></p><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>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.</span></p><p style=\"margin-left:0in;\"><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.</span></p><p style=\"margin-left:0in;\"><em><span style='font-family: \"times new roman\", serif; font-size: 16px; color: rgb(0, 0, 0);'>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.</span></em></p></div>\n",
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