Product Support Engineer — Incident Resolver

GoTransverse; Austin (TX); On-site; USD 110,000 - 150,000; Full time

Job summary

GoTransverse in Austin seeks a Product Support Engineer to lead investigation and coordinate cross-team responses for Sev1/Sev2 production incidents. You will analyze problems using trace, SQL, code, and debugging tools, and collaborate with Support, Architecture, and Engineering to drive fixes.

The role requires strong Java/SQL skills, excellent communication, and the ability to prioritize critical incidents while working across multiple teams.

Qualifications

• Experience with medium to large enterprise applications.
• Formal training or equivalent experience with Java.
• Solid SQL skills.
• Strong troubleshooting and debugging ability.
• 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 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.
• 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.

Responsibilities

• 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.

Skills

Java

SQL

Troubleshooting

Spring/JPA

Performance/Concurrency

Communication

Incident management

Cross-team collaboration

Self-management

Customer focus

Tools

GitLab

Artifactory

Job description

GoTransverse in Austin seeks a Product Support Engineer to lead investigation and coordinate cross-team responses for Sev1/Sev2 production incidents. You will analyze problems using trace, SQL, code, and debugging tools, and collaborate with Support, Architecture, and Engineering to drive fixes.

The role requires strong Java/SQL skills, excellent communication, and the ability to prioritize critical incidents while working across multiple teams.