Software Technical Support

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.

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.

• 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.

• 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.

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

• 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

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

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.