Technical Support Specialist

About Us: Transit Technologies serves as the parent company to a diverse network of transportation products and services that, together, cover the entire lifecycle of a vehicle using best-in-class software. An industry leader in the making, Transit Technologies is on a path to becoming a one-stop shop for transit solutions; a full end-to-end provider of revolutionized mobility services.

Job Title: Technical Client Service Specialist Department: Client Services / Client Success Reports To: Vice President of Client Success The Technical Client Service Specialist serves as a key technical resource within the Client Services organization, acting as the bridge between clients, Client Services teams, and internal Product and Engineering partners. This role supports complex technical inquiries, escalations, and implementations, ensuring clients receive timely, accurate, and effective solutions while enabling internal teams to operate efficiently.

This position is client-facing, post-sales, and focused on delivery excellence, issue resolution, and product enablement—not roadmap ownership or ticket volume management.

Key Responsibilities: Client & Technical Support

Serve as an escalation point for complex technical issues impacting clients

Own assigned Salesforce support cases involving complex technical issues, including vetting incoming requests, engaging directly with customers to gather required details, coordinating internal resolution, and ensuring cases are fully resolved and formally closed out in Salesforce.

Support Client Success Managers, Implementation Project Managers, and Support teams with advanced troubleshooting

Analyze issues to determine root cause, severity, and appropriate resolution path

Translate technical details into clear, client-friendly explanations

Cross-Functional Collaboration

Partner closely with Product and Engineering to escalate bugs, clarify product behavior, and validate solutions

Provide structured, actionable feedback from client issues to inform product improvements

Create, update, and track issues in GitHub to document bugs, enhancements, and technical findings, ensuring clear reproduction steps and business context

Participate in cross-functional reviews related to product changes, releases, and known issues

Implementation & Enablement

Support complex implementations, configurations, and integrations as needed

Assist with system design validation and technical readiness during onboarding

Contribute to internal documentation, best practices, and enablement materials for Client Services teams

Process & Quality Improvement

Identify recurring issues and recommend process or tooling improvements

Help define standards for technical intake, escalation, and resolution

Support continuous improvement of client-facing workflows and response times

Utilize AI tools to support troubleshooting, streamline workflows, and enhance documentation and client response efficiency while maintaining accuracy and quality.

Required Qualifications:

3–6+ years of experience in a technical, client-facing role (Client Services, Implementation, Solutions Engineering, Support, or similar)

Strong understanding of SaaS platforms, integrations, and system workflows

Experience working directly with clients to resolve complex technical issues

Ability to translate between technical and non-technical stakeholders

Excellent written and verbal communication skills

Strong problem-solving and analytical abilities

AI Knowledge Management & Strategy

Knowledge Engineering for AI: Support the creation and maintenance of a structured technical knowledge base. Ensure that troubleshooting guides and technical documentation are optimized for Salesforce to provide accurate resolutions.

Deflection Analysis: Proactively identify high-volume technical "friction points" in Salesforce case data. Develop and deploy targeted knowledge assets to increase client self-service deflection rates.

AI Quality Assurance: Conduct regular audits of AI-generated responses to ensure technical accuracy, public sector compliance, and alignment with the organization’s "voice."

Preferred Qualifications:

Experience in transportation, mobility, public sector, or enterprise SaaS environments

Familiarity with APIs, data integrations, and system configuration

Prior experience supporting implementations or post-go-live clients

Experience working in cross-functional environments with Product and Engineering teams

Experience: Familiarity with Knowledge-Centered Service (KCS) methodologies or experience managing structured data for LLMs/AI Agents.

Technical Skills: Proficiency in Salesforce Knowledge management and an understanding of how to leverage Generative AI tools to assist clients.

Why you should join our team . . .

•At Transit-Technologies, we hire team members who can take initiative and ownership of their role and are dedicated to finding new clients and enhancing the experience of existing ones. Our work is extremely fast paced and never the same from day to day, and our team members appreciate the autonomy to manage their daily workload and contribute to the success of our company. Our sales team members work with amazing software solutions that have a great impact on the transportation industry providing service to their communities every day. Our team members find that the experience they gain helps them grow in their technical expertise and overall sales presentation skills, contributing to their overall professional development.

•Transit-Technologies is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information, or any other legally recognized protected basis under federal, state, or local laws, regulations, or ordinances.