Technical Support Analyst

About Gravity

Gravity is the platform public agencies use to manage budgeting, automate financial reporting, and meet compliance with confidence. From Annual Comprehensive Financial Reports (ACFR) to Budget Books to GASB disclosures, we give teams the tools to move faster, work smarter, and build public trust.

About The Role

We’re looking for a Technical Support Analyst who thrives at the intersection of technology, customer service, and complex information management. In this role, you’ll be the escalation point for challenging issues that go beyond regular support, particularly those involving leasing and financial workflows in a government technology environment. You’ll combine technical troubleshooting expertise with the ability to interpret detailed leasing information to help our clients navigate problems and maximize the value of our platform.

What You Bring

• 2–4 years of experience in technical support, application support, or a similar client-facing technical role.
• Strong troubleshooting and problem-solving skills with the ability to resolve complex software and data issues.
• An understanding of leasing and financial data, with the ability to interpret terms, calculations, and compliance requirements.
• Excellent written and verbal communication skills, with the ability to explain technical solutions in a clear and approachable way.
• Comfort working in a fast-paced, startup environment with evolving priorities and processes.
• A collaborative mindset, eager to work cross-functionally with engineering, product, and customer success teams.
• Experience with Salesforce (including Service Cloud) and working knowledge of SQL and ETL processes
  
  

What You Will Do

• Serve as the escalation point for Tier One support, managing technical issues that require deeper investigation.
• Troubleshoot and resolve problems related to leasing workflows, integrations, and financial data within our platform.
• Partner with engineering and product teams to document bugs, identify workarounds, and provide input for future improvements.
• Translate complex leasing and compliance information into practical, actionable solutions for clients.
• Maintain accurate ticket documentation and contribute to our knowledge base for recurring issues.
• Identify patterns and emerging issues, sharing insights to improve product functionality and customer experience.
• Champion the customer experience by ensuring timely, clear, and empathetic communication.
  
  

About You

• You are naturally curious, detail-oriented, and persistent when it comes to problem-solving.
• You enjoy digging into data, workflows, and systems to uncover root causes and deliver practical solutions.
• You thrive in customer-facing roles where empathy, patience, and communication are just as important as technical skills.
• You have experience working with the government, leasing or finance sectors (This is an asset)
• Most importantly, you’re excited by the chance to be part of a growing startup where your contributions will shape both the product and the customer experience.