Technical Support Analyst

Gotransverse is seeking a Technical Support Analyst for our fast-growing SaaS billing solution. This is a critical role in charge of solving complex issues for multiple customers and maintaining client confidence of the Gotransverse Platform. Critical to this role are strong customer service skills, problem solving, analysis, and a technical understanding of the applications as they pertain to the customer’s business needs.

Responsibilities include:

  • Advocate for the customer while managing their expectations.
  • Work within Zendesk to document, track, and resolve customer issues.
  • Working with large data lakes and SQL.
  • Executing RESTful APIs, runners, and scripts.
  • Automating everyday processes and modernizing customers.
  • Troubleshoot and perform root cause analysis on issue while collaborating with the engineering and operations teams to resolve.
  • Be a subject matter expert around subscription billing and revenue management.
  • Use your excellent problem-solving skills to meet business requirements with technical solutions.
  • Perform acceptance tests of new features in collaboration with the Q/A team.

Requirements snapshot (what you bring):

  • Bachelor’s degree in computer science, engineering, or MIS.
  • Experience in Billing, Revenue Management, Accounting, or Finance Applications preferred.
  • Experience with SaaS environments.
  • SQL and query creation experience.
  • Data analysis and report creation experience.
  • Exceptional written and verbal communication skills.
  • Must be a self-starter that is highly motivated by customer success.
  • Exceptional customer relationship skills.
  • Experience within JIRA and Confluence preferred.
  • Experience with ticketing applications, Zendesk, ServiceNow, JIRA, Salesforce, etc.
  • Experience working in UNIX environments.
  • Basic understanding of networking including DNS, VPN, SSL, etc.
  • Technical documentation experience is a plus.

To Apply:

Please send your resume to Resume submission is required for consideration. Only candidates already eligible to work in the United States will be considered.

U.S. Equal Employment Opportunity/Affirmative Action Information

Individuals seeking employment at Gotransverse, LLC are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.