Role: Technical Support Specialist Employment Type: Full-Time Location: Hybrid in Austin Department: Technical Support/Customer Success Reports to: Technical Support Manager About Gotransverse Gotransverse is a leading provider of intelligent billing and revenue management solutions for complex, high-volume businesses. Our cloud-based enterprise billing solution enables organizations to automate subscription, usage-based, and dynamic pricing models, delivering flexibility, efficiency, and scalability to support business growth. Headquartered in Austin, Texas, we empower global enterprises to transform their revenue operations with cutting-edge technology and trusted expertise. Role Overview As a Technical Support Specialist, you will be the first point of contact for customers seeking assistance with our software. You will troubleshoot issues, provide clear guidance, and collaborate with our engineering and product teams to ensure a seamless customer experience. This role is ideal for someone who enjoys tackling challenges, communicating with diverse users, and turning complex technical problems into simple solutions. Key Responsibilities Provide timely and friendly first-line technical support Diagnose, troubleshoot, and resolve customer requests across various operating environments Document issues clearly and escalate complex cases to the Engineering and Product team when needed Maintain accurate records of interactions and resolutions in our support system Collaborate with product and QA teams to report bugs and influence product improvements Create and update support articles, FAQs, and user-friendly guides Ensure a high level of customer satisfaction by delivering exceptional service What You'll Bring Previous experience in software technical support or a similar customer-facing technical role Strong problem-solving and analytical skills Excellent communication skills with the ability to explain technical concepts to non-technical users Familiarity with common operating systems (Windows, macOS, Linux) Experience with ticketing/support tools (e.g., Zendesk, Freshdesk, Jira) Ability to work independently and manage multiple priorities A customer-centric mindset and positive attitude Preferred Qualifications (Nice to Have) Experience supporting SaaS products Basic understanding of networking, APIs, or SQL Familiarity with log analysis tools or monitoring systems Exposure to debugging tools or command-line environments Technical certifications or relevant coursework What Gotransverse Offers: A collaborative and innovative work environment. Opportunities to lead impactful demand generation programs. Professional development and certification growth. Competitive salary and benefits including medical, dental, vision, 401K. Hybrid work structure with free on-site parking and catered lunches TueThu. Recognition as a Built-in ATX 2025 Best Places to Work Winner. No sponsorship available Gotransverse is a multi-year winner of the Best Places to Work in Austin award. We offer a team-oriented work environment with over 100 awesome coworkers, along with a range of benefits that include: Company lunches and snacks Company-provided parking Public transportation reimbursement Competitive salaries and bonuses Exceptional health benefits (medical, dental
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