GLDS · 2 days ago
Software Technical Support
Carlsbad, CA
Full-time
Hybrid
Senior Level
$30/hr - $36/hr
5+ years expGLDS is a mature software provider serving broadband service providers, and they are seeking a Senior Technical Solutions Specialist to provide expert-level technical support. The role involves developing mastery of customer management and billing platforms, leading troubleshooting efforts, and maintaining long-term customer relationships.
ComputerSoftware
No H1B
U.S. Citizen Only
Responsibilities
Develop deep, expert-level mastery of GLDS customer management, billing, and service delivery platforms, serving as a trusted advisor to customers
Own complex customer relationships by engaging with empathy, strategic thinking, and a consultative approach that strengthens long-term partnerships
Lead advanced troubleshooting efforts across complex software environments, working directly with customers via phone and email to investigate, diagnose, and resolve issues
Drive timely, thorough, and high-quality resolutions while balancing multiple priorities and customer expectations
Lead GLDS software module implementation initiatives, including licensing, configuration, launch, and post-implementation support
Serve as a subject matter expert for designated GLDS features and software modules, providing guidance to both customers and internal teams
Participate in an on-call rotation as a senior escalation resource, with significant additional compensation
Contribute to continuous improvement by documenting, refining, and optimizing support processes, standard operating procedures, and internal knowledge bases
Qualification
Required
Proven ability to operate independently, mentor others, and manage complex customer scenarios
Demonstrated success providing expert-level B2B software support
Demonstrated excellence in customer service, emotional intelligence, and long-term relationship management
Minimum of 5 years' experience in a B2B software technical support or technical solutions role
Advanced troubleshooting, root-cause analysis, triage, and critical thinking capabilities
Exceptional attention to detail with consistent, reliable follow-through
Minimum of 5 years' experience using Microsoft Office tools, including Excel, Word, and Outlook
Bachelor's degree or equivalent professional experience
Established record of long-term tenure in prior roles, demonstrating commitment and stability
Preferred
Experience with customer management systems, billing platforms, or broadband environments
Benefits
Supportive, family-style company culture
Business casual work environment
Modern office space minutes from the beach
Stocked kitchen
Career development and senior-level mentoring
Company-subsidized health insurance
IRA retirement plan with company match
Paid vacation, sick leave, and company holidays
Company
GLDS
GLDS provides the leading PC & Linux-based customer management and billing system.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
L
Laura Rosado
CEO, owner
Recent News
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2025-11-26
2025-02-17
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