Technical Support Specialist

Company DescriptionGotransverse provides an intelligent, cloud-based billing and revenue management solution designed to support complex pricing models. Established in 2008 and headquartered in Austin, Texas, Gotransverse helps businesses streamline their operations, unlock revenue potential, and scale with confidence. Trusted by enterprises worldwide, the platform delivers fast and flexible tools for seamless enterprise monetization. For more information, visit gotransverse.com.Role DescriptionAs 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 ResponsibilitiesProvide timely and friendly first-line technical support Diagnose, troubleshoot, and resolve customer requests across various operating environmentsDocument issues clearly and escalate complex cases to the Engineering and Product team when neededMaintain accurate records of interactions and resolutions in our support systemCollaborate with product and QA teams to report bugs and influence product improvementsCreate and update support articles, FAQs, and user-friendly guidesEnsure a high level of customer satisfaction by delivering exceptional serviceRequired QualificationsPrevious experience in software technical support or a similar customer-facing technical roleStrong problem-solving and analytical skillsExcellent communication skills with the ability to explain technical concepts to non-technical usersFamiliarity with common operating systems (Windows, macOS, Linux)Experience with SQL for data analysis, troubleshooting, or querying databases. Experience with ticketing/support tools (e.g., Zendesk, Freshdesk, Jira)Ability to work independently and manage multiple prioritiesA customer-centric mindset and positive attitudePreferred Qualifications (Nice to Have)Experience supporting SaaS productsBasic understanding of networking, APIsFamiliarity with log analysis tools or monitoring systemsExposure to debugging tools or command-line environmentsTechnical certifications or relevant coursework