Product Support Engineer

About Gotransverse LLC

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.

About the role

• The Product Support Engineer leads investigation and resolution of complex production issues across the GT platform, leveraging technical expertise, deep product knowledge, and cross-team collaboration to maintain system stability. Must be legally authorized to work in the US without sponsorship.

What you'll do

• Lead technical investigation and coordinate cross-team response during Sev1/Sev2 production incidents.
• Use trace analysis, SQL, code, debugging techniques, and internal tools to analyze system problems.
• Conduct root cause analysis for recurring or high-impact production issues.
• Work closely with Support, Architecture, and Engineering teams to drive system improvements and code fixes.
• Create and prioritize defect tickets in JIRA, documenting impact and steps to reproduce; coordinate across teams to ensure fixes are implemented, validated, and fully resolved.
• Attend architecture, production release, and training meetings; disseminate relevant information to internal teams as needed.
• Provide engineering knowledge and technical support for complex API integrations as needed.
• Maintain strong working knowledge of the platform; identify systemic issues and recommend cross-system improvements.
• Translate customer impact and feedback into prioritized, engineering-aligned urgency for Product and Engineering teams.
• Perform other duties as assigned.

Required Skills

• Previous experience working with medium to large enterprise applications.
• Formal training or equivalent experience with Java.
• Solid SQL skills.
• Strong troubleshooting and debugging ability.
• Working knowledge of Spring and Hibernate/JPA.
• Understanding of performance and concurrency issues and common fixes.
• Excellent verbal and written communication skills.
• Ability to self-manage, prioritize critical incidents, and task-switch effectively; strong time management and ability to work independently and across multiple teams.
• Comfortable collaborating across teams.
• Friendly and service-oriented, with a genuine desire to help customers and teammates.

Recommended Skills

• Knowledge of large-scale architecture and data-intensive systems.
• Familiarity with full-stack technologies such as JavaScript, Node.js, and React.
• Understanding of deployment pipelines and tooling (e.g., GitLab, Artifactory).
• Enjoy digging into complex issues and figuring out how systems really work.