Technical Support Engineer

As a Technical Support Engineer based in Austin, you will be a trusted technical partner for our customers - owning issues end-to-end, digging into data to find root causes, and communicating clearly with both technical and non-technical audiences. You will work closely with Engineering, Operations, Product, and Customer Success to resolve complex problems and shape product improvements. This role is ideal for someone who is curious, analytical, and energized by turning messy data and ambiguous customer issues into clear answers., * Serve as the primary technical contact for customers - own cases from first response through resolution.

• Investigate and troubleshoot product issues across web, API, and database layers; reproduce, isolate, and document root cause.
• Run SQL queries and analyze logs, usage data, and error patterns to diagnose problems and surface trends.
• Communicate clearly and empathetically with customers - setting expectations and keeping stakeholders informed.
• Partner with Engineering and Product to escalate complex issues, file actionable bug reports, and advocate for customer needs.
• Maintain accurate, well-organized records in the ticketing system; track recurring issues and contribute to backlog prioritization.
• Build and update knowledge base articles, FAQs, runbooks, and internal documentation to scale support quality.
• Identify automation and process improvements that reduce response time and improve customer outcomes.

Do you have experience in Ticketing system technical support?, * Strong data analysis skills - confident writing intermediate-to-advanced SQL (joins, aggregations) to investigate issues and answer customer questions.

• Comfort working with spreadsheets (Excel, Google Sheets or similar) to slice data and spot patterns.
• Excellent written and verbal communication skills - able to translate technical detail for non-technical customers and stakeholders.
• Proven track record managing customer communication across multiple channels (tickets, email, live chat, calls).
• Strong problem-solving instincts: methodical, curious, and persistent when chasing root cause.
• Experience with ticketing/support platforms such as Zendesk, Jira Service Management.
• Familiarity with common operating systems (Windows, macOS, Linux) and the command line.
• Ability to work independently, prioritize a queue, and manage multiple cases without losing the thread.
• Based in Austin, TX, or able to work on-site / hybrid from our Austin office.

Preferred Qualifications (Nice to Have)

• 2+ years in a technical support, support engineering, or similar customer-facing technical role at a software or SaaS company.
• Experience supporting B2B SaaS products with technical or developer-facing customers.
• Working knowledge of REST APIs, webhooks, and reading/debugging API requests and responses.
• Experience with log analysis and monitoring tools (LM, Sumo).
• Exposure to cloud platforms (AWS, GCP, or Azure) and basic networking concepts.
• Prior experience writing customer-facing technical documentation or knowledge base content.
• Technical certifications or relevant coursework in computer science, information systems, or analytics.

3.93.9 out of 5 stars Austin, TX 78701 Hybrid work $70,000 - $80,000 a year - Full-time, Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Paid holidays
• Opportunities for advancement
• Flexible schedule, Base salary range: $70,000 - $80,000, commensurate with experience. In addition, we offer:
• Medical, dental, and vision insurance with employer-paid premium options.
• Generous paid time off, plus paid company holidays and sick leave.
• Hybrid work flexibility from our Austin office.

Gotransverse has been named a winner on Built In Austin’s 2026 Best Places to Work list. Check us out among Austin’s Best Places to Work, Best Midsize Companies, and Best Paying Companies.

Gotransverse is more than just a company-we’re a team driven by innovation, creativity, and a shared passion for delivering world-class billing and revenue solutions. Our culture thrives on collaboration, diverse perspectives, and a relentless focus on pushing boundaries to achieve excellence.

Our headquarters is located in the heart of Austin, TX-one of the most dynamic and vibrant cities in the U.S. Known for its booming tech scene, Austin offers an exciting mix of top-tier technology companies, live music, festivals like SXSW and ACL, and unique local experiences.

We’re not just looking for talent-we’re seeking thinkers, problem-solvers, and individuals who bring fresh ideas to the table. At Gotransverse, we value people who aren’t afraid to challenge the status quo and who thrive in a fast-paced, dynamic environment. We believe in balancing hard work with a great sense of humor and camaraderie because life’s too short not to enjoy the work you do and the people you do it with.

Why Work With Us?

We believe in supporting our employees with a rewarding work environment and meaningful benefits. Here are just a few ways we invest in your growth, well-being, and success:

• Professional Development - Grow your skills through workshops, training programs, and opportunities for advancement.
• Health & Wellness - Comprehensive health benefits to support your physical and mental well-bing.
• Work-Life Balance - Flexible work hours and remote work options to help you balance your career and personal life.
• GT’s Hybrid Work Model - Gotransverse is excited to offer a hybrid model to their employees with the expectation of workin in our Downtown Austin office 2-3 days a week, depending on the role. This flexible hybrid approach gives team members the best of both worlds: focus time along with in-person collaboration that fosters trust and unlocks creativity.