Technical Support - Subject Matter Expert
NJBsoft
IT, Customer Service
Remote
USD 80k-110k / year
Posted on Jan 30, 2026
Post-Implementation Technical SupportLocation: RemoteReports To: Director of ImplementationJob Type: Full-Time, RemoteCompensation: $80,000 – $110,000 per yearAbout UsWe are a rapidly growing software company on a mission to safeguard public health and the environment by helping utilities deliver safe, clean water. The SAMS platform is an integrated solution for utility compliance and operations, enabling customers to collect, integrate, and report on regulatory data out of the box. We streamline compliance, operations, and reporting so utilities can manage water resources responsibly and make a lasting environmental impact.Role OverviewWe are seeking a Technical Support – Subject Matter Expert (SME) to support customers post-implementation. This role sits at the intersection of water compliance expertise, technical troubleshooting, and customer success. You will own customer support needs after go-live, work closely with Implementation, Product, and Development teams, and help translate real-world regulatory and operational challenges into meaningful platform improvements. This is an excellent opportunity for someone transitioning from water compliance into SaaS, or for a technically minded professional who wants to make an impact in a mission-driven software organization.Key Responsibilities- Own customer support for assigned projects post-implementation- Depending on expertise, project work may span across SAMS compliance products including Water/Wastewater, IPP/FOG, cross-connection/backflow and more- Investigate and manage technical issues, bugs, configuration updates, and enhancement requests- Collaborate cross-functionally with Implementation, Product, and Development teams to resolve issues and deliver improvements- Support legacy customers, helping bring them up to date with current platform functionality and best practices- Translate customer feedback and operational pain points into clear product and process recommendations- Develop and maintain training materials, SOPs, videos, and documentation to support onboarding and ongoing customer education- Participate in troubleshooting complex workflows related to compliance, reporting, and system configuration- Maintain customer response times within 24–48 hours, ensuring a high-quality support experience- Act as a trusted technical and regulatory advisor for customers using SAMSRequired Qualifications- 3+ years of experience in municipal water, wastewater, or IPP/FOG programs, including regulatory compliance- And/or 3+ years in technical support- Experience supporting customers in a software or technical environment, preferably SaaS- Excellent written and verbal communication skills, with the ability to explain complex topics clearlyDesired Skills & Experience- Subject matter expertise in Water/Wastewater, Cross-Connection/Backflow and/or IPP/FOG programs- Comfortable creating training videos, SOPs, and detailed written instructions- Experience troubleshooting software issues, bugs, and configuration challenges- Strong customer relationship management skills in a SaaS or technical support setting- Ability to work in a fast-paced, autonomous environment- Proven ability to turn customer feedback into actionable product improvements- Self-starter mentality with strong ownership and follow-through- Technical experience with SQL, form editors, or basic query skills (strong plus)Why Join Us?- Established team with clear processes and strong collaboration- High autonomy and ownership over meaningful work- Opportunity to transition from water compliance into software- Work on a product that directly supports public health and environmental protection- Make a tangible impact while building skills at the intersection of technology and waterBenefits- Health, dental, and vision insurance- Life insurance- Retirement plan- Paid time offEqual Employment OpportunityNJBSoft provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. This policy applies to all terms and conditions of employment.Send your resume and position of interest to Info@njbsoft.com to apply.