Technical Client Service Specialist

Help Clients Succeed with Technology That Moves Communities Forward

About Transit Technologies

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 and a full end-to-end provider of modern mobility services.

About the Role

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, implementations, and system configurations, ensuring clients receive timely, accurate, and effective solutions while enabling internal teams to operate efficiently.

This is a highly visible, client-facing position that combines technical problem-solving, customer advocacy, process improvement, and cross-functional collaboration. The ideal candidate is a strong communicator who enjoys solving complex challenges, building trusted relationships, and delivering exceptional client experiences.

Reporting to the Vice President of Client Success, this position plays a critical role in ensuring customer satisfaction, adoption, and long-term success.

What You'll Do

Client & Technical Support

• Serve as an escalation point for complex technical issues impacting clients
• Own assigned Salesforce support cases from intake through resolution and closure
• Work directly with customers to gather technical requirements, troubleshoot issues, and communicate solutions
• Support Client Success Managers, Implementation Project Managers, and Support teams with advanced troubleshooting
• Analyze issues to determine root cause, severity, and appropriate resolution paths
• Translate technical concepts into clear, client-friendly explanations

Cross-Functional Collaboration

• Partner closely with Product and Engineering teams to escalate bugs, validate fixes, and clarify product behavior
• Create, update, and manage GitHub issues with clear documentation, business context, and reproduction steps
• Provide actionable feedback from customer interactions to help improve products and services
• Participate in cross-functional reviews related to releases, enhancements, and known issues

Implementation & Enablement

• Support complex implementations, configurations, and integrations
• Assist with technical readiness reviews and onboarding activities
• Contribute to internal documentation, knowledge articles, best practices, and enablement resources
• Help teams and customers maximize product adoption and success

Process Improvement & Innovation

• Identify recurring issues and recommend improvements to workflows, systems, and processes
• Help establish standards for technical intake, escalation, and resolution management
• Support continuous improvement efforts that enhance customer experience and operational efficiency
• Utilize AI-powered tools to improve troubleshooting, documentation, and client response effectiveness while maintaining quality and accuracy

AI Knowledge Management & Strategy

• Support the creation and maintenance of structured technical knowledge repositories
• Ensure technical documentation is optimized for AI-powered support experiences
• Analyze support trends and identify opportunities to improve self-service success rates
• Audit AI-generated responses for technical accuracy, compliance, and consistency
• Help drive adoption of emerging AI technologies that improve client outcomes and team efficiency

What Makes Someone Successful Here

Our top performers consistently demonstrate the following qualities:

Drives Results Relentlessly

You take ownership of challenges and work proactively to deliver solutions for customers and teammates.

Owns It

You accept accountability, follow through on commitments, and ensure issues are resolved completely.

Thinks Critically, Acts Decisively

You can quickly evaluate technical issues, determine root causes, and take action with confidence.

Communicates with Impact

You effectively translate technical information for both technical and non-technical audiences.

Inspires and Elevates Others

You collaborate well, support your teammates, and contribute to a positive customer experience.

Obsessed with Growth

You continuously seek opportunities to improve your technical expertise and client service skills.

Raises the Standard

You are committed to excellence, quality, and continuous improvement.

Coachable

You embrace feedback, learn quickly, and adapt to evolving technologies and customer needs.

Required Qualifications

• 3-6+ years of experience in a technical, client-facing role such as Client Services, Technical Support, Solutions Engineering, Implementation, or Customer Success
• Strong understanding of SaaS platforms, system workflows, and software troubleshooting
• Experience resolving complex technical issues directly with customers
• Ability to communicate effectively with both technical and non-technical stakeholders
• Excellent written and verbal communication skills
• Strong analytical, troubleshooting, and problem-solving abilities

AI & Knowledge Management Experience

• Experience supporting or contributing to structured knowledge management initiatives
• Understanding of AI-assisted support workflows and knowledge optimization strategies
• Ability to analyze support trends and develop solutions that improve efficiency and customer experience

Preferred Qualifications

• Experience within transportation technology, mobility, public sector, or enterprise SaaS environments
• Familiarity with APIs, integrations, and system configuration
• Experience supporting implementations and post-go-live clients
• Experience working closely with Product and Engineering teams
• Familiarity with Knowledge-Centered Service (KCS) methodologies
• Experience managing Salesforce Knowledge or similar knowledge management platforms
• Experience leveraging Generative AI tools to improve support operations and customer outcomes

Why You Should Join Our Team...

At Transit Technologies, we hire team members who take initiative, embrace ownership, and are passionate about helping clients succeed. Our work is fast-paced, dynamic, and never the same from one day to the next. Team members appreciate the autonomy to manage their responsibilities while making a meaningful impact on our customers and our company's success.

As a Technical Client Service Specialist, you'll work with innovative software solutions that directly support transportation providers and the communities they serve. You'll collaborate with talented teams across Product, Engineering, Client Success, and Operations while developing deep technical expertise, strengthening your problem-solving skills, and expanding your professional growth opportunities.

If you're looking for a role where you can solve meaningful challenges, build strong client relationships, and contribute to a growing technology company that's helping shape the future of transportation, we'd love to hear from you.