About PublicInput

PublicInput develops and supports Software-as-a-Service (SaaS) solutions designed for government agencies and their consultant partners to facilitate and manage better communication with the public.

Based in Raleigh, NC, the company was founded with a vision to access and elevate historically underrepresented communities in the municipal and state planning process, while simultaneously streamlining cumbersome administrative work that so often prevents equitable outcomes.

With a shared background in planning consulting, the company's co-founders believe that technology can play a key role in making government more responsive and representative of communities' broadest needs.

Our Approach

Many engagement solutions only address small parts of the engagement process, offering a piecemeal approach that relies on third-party partnerships to fill in the gaps.

PublicInput uses a unified approach, blending traditional and virtual engagement tactics via one integrated platform.

Reliable, equitable, and simple, our easy-to-use user interface gives governments all the tools needed to facilitate successful public engagement.

Our Culture

PublicInput is driven by the core concept that "life is all about the people you meet and the things you create with them."

Through direct experience and collaboration, PublicInput is focused and committed to creating better ways for governments to have a relationship with their community.

That is why we work hard to be the experienced and empathetic innovation partner that we wish we had had at our side when doing the tough job of engaging the public.

We treat community concerns and emergent issues seriously. We love to learn and strive to help share best practices and innovation without judgment or pretension.

About The Role & You

You're the go-to person when things get complex. You know how to dig into the details, ask the right questions, and connect with both the Engineering team and customers. In this role, you'll lead the charge on tough support cases, help translate customer needs into solutions, and work closely with Product and Engineering to keep things moving.

You're comfortable with code, quick to learn new systems, and skilled at bridging the gap between technical details and customer needs. If you're looking for a role where both your technical depth and communication skills matter, we'd love to meet you.

What You Will Do

• Serves as the escalation point for complex customer inquiries requiring deeper technical investigation
• Collaborate with Engineering and Product teams to troubleshoot and solve technical issues
• Log and manage bug reports in Azure DevOps, including severity assessment and sprint planning coordination
• Monitor and provide backup support in the live chat queue, especially during peak hours or team absences
• Implement and support power-up features (custom domains, Single Sign-On (SSO), Cascading Style Sheets (CSS), backend data uploads) in partnership with Customer Success Managers and Implementation
• Participate in early-stage testing for major feature releases
• Ensure enterprise tickets are resolved within service-level agreement timelines
• Manage custom service-level agreement reporting and facilitate regular enterprise client status calls
• Contribute to internal documentation and knowledge base
• Ability to service the Pacific time zone business hours
  
  

Skills And Experience

Professional Qualifications

• 5-7 years in L2 or advanced technical support within a SaaS environment
• Proficient in logging bugs and managing workflows in Azure DevOps (or equivalent)
• Experience working directly with APIs, Single Sign-On integrations, and automation platforms like Zapier
• Working knowledge of HTML, CSS, and JavaScript for diagnosing issues and interpreting code
• Understanding of data structures and database systems
• Familiarity with Agile product development lifecycle
• Strong technical writing skills for documentation and bug reporting
• Experience leading enterprise client interactions, including ticket reviews and reporting
  
  

Personal Qualifications

• Proactive, curious, and eager to learn new tools and processes
• Strong communicator who can simplify technical ideas for non-technical audiences
• Confident and calm under pressure, especially in managing escalations
• Collaborative mindset with a willingness to cross team boundaries to solve problems
• Comfortable working independently, owning outcomes, and making judgment calls
• Passionate about improving the customer experience and support operations
  
  

Compensation

This role pays a market-competitive base salary and is eligible to participate in the company's annual bonus plan.

You may also be eligible for our equity incentive program that awards high-performing employees on an annual basis. These option grants are awarded at the CEO's discretion to acknowledge employees who have made significant contributions to achieving our goals.

Benefits

• Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance.
• Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan for employees that pays 100% of your healthcare costs or up to $600 monthly for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family.
• $1,000 HSA Contribution: PublicInput will contribute $1,000 annually (spread over each month) to an employee's Health Savings Account (HSA).
• Pre-tax 401k: The company provides access to make pre-tax contributions to a 401k program.
  
  

Company Culture

Our offices are based out of Raleigh Founded in central Raleigh, and we're fortunate to be surrounded by fellow social entrepreneurs and high-growth companies. Our neighbor businesses include a bakery/cafe, a yoga studio, and a brewery.

The Legal Bits

PublicInput is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by law.

As a condition of employment, you are required to sign and comply with an Employee Confidential Information Invention Assignment Agreement that requires, among other provisions, the assignment of rights to any invention made during your employment at the Company and non-disclosure of Company proprietary information.

All company offers are contingent upon the completion of a criminal background check. Your employment is at-will and either you or we may terminate your employment at any time, with or without notice.

Diversity, Equity, and Inclusion

PublicInput celebrates all people and is committed to working actively towards equity and accessibility for everyone.

We believe society is strongest when everyone is listened to, respected, valued, and able to contribute to the decision-making process, regardless of race, sex, ethnicity, national origin, religious faith, disability status, sexual orientation, or gender identity.

We seek talented individuals whose skills and experiences can help us transform the way government and communities work together.

We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all areas of our company.

Job Posted by ApplicantPro