Technical Support Analyst - Tier I

Lightspeed • South Jordan, UT

1d • Hybrid

About The Position

Lightspeed is seeking a Technical Support Analyst - Tier I to provide advanced technical support for dealers using its cloud-based Dealer Management Solution (DMS). The role diagnoses and troubleshoots complex software, networking, and hardware issues across the DMS platform and its core modules. The analyst supports dealer satisfaction, reliable operations, and process improvements while receiving comprehensive on-the-job training in Lightspeed’s software and tools.

The position offers a career path into Senior Technical Support, Product Management, leadership, or software development. The posting notes that many Tier I team members advance to specialized roles within 12–18 months. Onboarding begins with full-time work from the South Jordan, Utah office for the first six months. After that, the schedule becomes hybrid, with two to three days a week in the office and the remaining days working from home. After training, employees may choose either four 10-hour shifts or five 8-hour shifts.

Requirements

• 2–3 years of experience in technical support, preferably in a SaaS or IT environment.
• Strong understanding of Windows operating system environments, including troubleshooting and configuration.
• Advanced proficiency in diagnosing software issues, troubleshooting hardware, and working with network setups.
• Proficiency in managing support tickets, documenting issues, and following up on escalated cases.
• Exposure to, or interest in learning about, the dealership, powersports, marine, RV, trailer, outdoor power equipment, or golf cart industries.
• Ability to collaborate effectively with cross-functional teams, including developers and product managers.
• Strong problem-solving abilities and capacity for critical thinking in high-pressure situations.
• Strong written and verbal communication skills, including the ability to explain complex technical concepts to technical and non-technical audiences.
• Desire for continuous learning, particularly in emerging technologies and technical support trends.
• Must be authorized to work in the U.S.

Nice To Haves

• Prior experience in the dealership or recreational industries.
• Experience with cloud-based software and APIs.
• Proficiency in SQL and familiarity with database management.
• Basic networking knowledge, including IP configurations and VPN setups.

Responsibilities

• Diagnose and troubleshoot complex software, networking, and hardware problems affecting dealers’ use of the DMS platform.
• Provide technical support by phone, email, live chat, and ticketing systems.
• Troubleshoot issues across the DMS’s sales, parts, service, rentals, accounting, and CRM modules.
• Document case resolutions and escalate unresolved issues to appropriate teams when necessary.
• Build trust with dealers by meeting resolution-time goals and following up on outstanding issues.
• Track and manage support tickets end-to-end and ensure timely follow-up on escalated cases.
• Collaborate with team members to resolve critical customer issues and improve software quality.
• Identify and implement process improvements to enhance the dealer experience.
• Partner with developers and product managers to surface recurring DMS issues and inform product improvements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed