Software Technical Support

GLDS; Carlsbad (CA); Hybrid; USD 41,328 - 49,593; Full time

Benefits offered by this job

Supportive, family-style company culture

Business casual work environment

Career development and senior-level mentoring

IRA retirement plan with company match

Paid vacation, sick leave, and company holidays

Job summary

A software solutions service in Carlsbad, CA is seeking a Senior Technical Solutions Specialist for a hybrid role focused on delivering expert technical support and nurturing long-term customer partnerships. Candidates should have at least 5 years of B2B software support experience and excel in troubleshooting and customer service. The role offers a supportive culture, career development opportunities, and various benefits including paid vacation and retirement plans.

Qualifications

• Proven ability to operate independently and manage complex customer scenarios.
• Demonstrated success providing expert-level B2B software support.
• Minimum of 5 years’ experience in a B2B software technical support role.
• Exceptional attention to detail with reliable follow-through.

Responsibilities

• Develop deep mastery of customer management and billing platforms.
• Own complex customer relationships and engage with empathy.
• Lead advanced troubleshooting efforts with customers.
• Drive timely, high-quality resolutions while balancing priorities.
• Lead software module implementation initiatives.
• Serve as a subject matter expert for GLDS features.
• Participate in an on-call rotation as a senior escalation resource.
• Contribute to continuous improvement of support processes.

Skills

Technical troubleshooting

Customer service

Critical thinking

Emotional intelligence

Relationship management

Microsoft Office tools

Education

Bachelor's degree or equivalent experience

Job description

Title: Senior Technical Solutions Specialist

Location: Carlsbad, CA

Pay rate: $30/hr - 36/hr DOE

Length: Permanent

We’re a low-volume, high-touch technical support organization where senior-level judgment, ownership, and customer partnership are central to every interaction. Each engagement is an opportunity to deeply understand customer environments, diagnose complex issues, and deliver thoughtful, durable solutions. We maintain long-term, consultative relationships with our business customers, and referenceable outcomes are critical.

About GLDS

GLDS is a mature software provider serving hundreds of broadband service providers, installed in 49 U.S. states and 48 countries worldwide. We build powerful billing, provisioning, and customer management platforms that enable broadband operators to deliver modern, reliable customer experiences at scale.

We foster a family-style, high-productivity environment with minimal hierarchy and a strong respect for expertise and accountability. We invest in long-term employee growth—many team members have 20+ year tenures—and we have never had a layoff in company history.

What You’ll Do

• 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.

What You’ll Have

• We’re seeking a senior‑level software technical support professional with a proven ability to operate independently, mentor others, and manage complex customer scenarios.
• Experience with customer management systems, billing platforms, or broadband environments is preferred, but not required. Demonstrated success providing expert‑level B2B software support is required.
• 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.

Work Model

This is a hybrid role based in Carlsbad, CA. Expect to be onsite three days per week, with remote flexibility two days per week.

What We Offer

• Supportive, family‑style company culture
• Business casual work environment
• Modern office space minutes from the beach
• Career development and senior‑level mentoring
• IRA retirement plan with company match
• Paid vacation, sick leave, and company holidays

What to Expect

Qualified candidates will complete a phone screening, virtual interview, and final in‑person interview in our Carlsbad office. Professional references will be requested.

Equal Opportunity

GLDS is an equal opportunity employer.

This position is open to U.S. citizens or individuals authorized to work in the U.S. GLDS does not offer visa sponsorship at this time.