The Company
Serving the People Who Serve the People
Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers power an unmatched Subscriber Network that use our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe.Want to know more? See more of what we do here .
Job Summary
Summary Description
The Escalation Specialist is responsible for overseeing and resolving high-priority, complex, or at-risk customer issues. This role acts as the primary point of coordination between internal teams and leadership to ensure timely resolution, customer satisfaction, and service continuity.
Essential Function
- Own and manage customer escalations from identification through resolution.
- Serve as a point of escalation for high-impact and executive-level issues.
- Analyze issues to determine root cause and identify appropriate resolution paths.
- Coordinate cross-functional teams (Technical Support, Engineering, Product, Sales, Operations) to drive resolution.
- Ensure escalations are handled in accordance with SLAs, policies, and procedures.
- Assess risk, urgency, and business impact to prioritize escalations appropriately.
- Provide clear, timely, and professional communication to customers and internal stakeholders.
- Participate in incident bridges or war rooms for critical customer situations.
- Escalate internally when needed and provide executive-level summaries and status updates.
- Document escalation details, actions taken, and outcomes in case management systems .
Knowledge/Skills/Abilities
What Your Impact Will Look Like
- Bachelor’s degree in Information Technology, Engineering, Business, or a related field (or equivalent experience).
- 5+ years direct leadership experience working in a client facing/technical support environment, preferably in a Software as a Service/technology environment
- Experience managing high-severity customer issues and escalations.
- Strong knowledge of incident, problem, and escalation management processes.
- Excellent communication, negotiation, and stakeholder management skills.
- Ability to remain calm, organized, and decisive under pressure.
- Experience working with SLAs, KPIs, and customer satisfaction metrics.
- Strong analytical and problem-solving skills.
You Will Love This Job If You Have
Experience/Credentials
Required
- PMP, PRINCE2, Agile/Scrum, or similar certification.
- ITIL certification or similar service management certification.
- Experience supporting enterprise or strategic customers.
- Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Salesforce).
- People leadership or matrix leadership experience.
Job Info
- Shift work required
- 5:00AM - 2:00PM IST
- 2:00PM - 11:00PM IST
About Us
Don’t have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don’t meet every requirement above but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
Security And Privacy Requirements
- Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
- Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
The Team
- We are a remote-first company with a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
The Culture
- At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey.
- A few culture highlights include – Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
- We bring in special guests from time to time to discuss issues that impact our employee population
The Impact
- We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so many powerful success stories that illustrate how our solutions are impacting the world. See more of our impact here .
