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About the Role
Provide front-line technical support across Lightspeed’s product suite, working directly with customers to diagnose issues, guide product configuration, and collaborate with Product and Engineering teams to resolve complex challenges. This role combines technical troubleshooting, customer service, and cross-functional collaboration in a fast-paced SaaS environment.
Responsibilities
- Provide technical support to customers through phone, email, chat, and other support channels.
- Troubleshoot software, device, networking, and configuration-related issues across Lightspeed products.
- Communicate proactively with customers regarding issue status, solutions, and best practices.
- Assist customers with product setup, configuration, integrations, and ongoing usage.
- Document, prioritize, and escalate product issues when necessary.
- Monitor support queues and ensure timely resolution of customer requests in accordance with service level agreements.
- Collaborate with Product and Engineering teams to identify trends, recurring issues, and product improvement opportunities.
- Maintain accurate case documentation and troubleshooting records.
- Test and validate fixes, configurations, and product updates as needed.
- Stay current on Lightspeed products, operating systems, networking concepts, and industry technologies.
- Contribute to knowledge base articles and internal documentation.
- Support team initiatives and additional projects as assigned.
Requirements
- Strong troubleshooting and problem-solving skills.
- Familiarity with Windows and macOS operating systems.
- Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users.
- Excellent organizational skills and attention to detail.
- Customer-first mindset with a passion for delivering exceptional service.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Team-oriented with a collaborative approach to problem solving.
- This position requires current, permanent authorization to work in the United States.
- We are unable to sponsor or support visa sponsorship now or at any point in the future, including transfers or extensions of existing sponsorship.
- We require all qualified applicants, as part of the application process, to complete a set of assessments.
Skills
- Excellent customer service skills
- Effective communication skills
- Technical troubleshooting
- Customer service
- Cross-functional collaboration
- SaaS environment
Location
- South Austin office (near 290 and Fitzhugh Rd)
Work Type
- Onsite
Experience Level
- 6+ months of technical support, help desk, or customer support experience
Education Level
- Bachelor’s degree in information technology, Computer Science, or a related field
Benefits
- Offerings vary by country.
- 15,000 sq. ft. of open work area, offices, and huddle rooms
- Snacks galore and a private chef serving up lunch Tuesday through Thursday every week
- A state-of-the-art fitness center (with outfitted locker rooms)
- Physical therapist onsite regularly
- Indoor and outdoor casual collaboration spots
- Pet-friendly office environment
- A golf simulator, go-carts, shuffleboard, corn hole, and MORE fun
- 31 sprawling acres of Live Oak trees
About the Company
- With more than 25 years of serving education, Lightspeed Systems delivers the most in-depth visibility and control to power exceptional schools where students are safe and engaged; technology is compliant and easily managed; and resources are secure and optimized.
- Purpose-built for school networks and devices, Lightspeed’s cloud-managed solutions include the most effective web filtering, student safety monitoring, classroom management, device management, and data analytics software available.
- Headquartered in Austin, Texas, with a European office in London, UK, Lightspeed serves over 23 million students across 31,000 schools in 43 countries, utilizing 15 million devices.
- Learn more at www.lightspeedsystems.com.
Equal Opportunity
- Lightspeed Systems is an equal opportunity employer.
- We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, or other protected characteristic.