Technical Support Analyst - Tier I

Lightspeed DMS • South Jordan, UT

2d • Hybrid

About The Position

As a Technical Support Analyst - Tier I, you will provide advanced technical support to dealers using Lightspeed's Dealer Management Solution (DMS), diagnosing and troubleshooting complex software, networking, and hardware issues across the platform's core modules. You will support dealer operations and contribute to dealer satisfaction and process improvements. Comprehensive on-the-job training is provided, with opportunities to advance into Senior Technical Support, Product Management, leadership, Software Development, or other specialized roles; many Tier 1 team members advance within 12–18 months.

The first six months are full-time in Lightspeed's South Jordan, Utah office. After that, the role follows a flexible hybrid schedule, with two to three days per 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 OS environments, including troubleshooting and configuration.
• Advanced proficiency in diagnosing software issues, troubleshooting hardware, and handling 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.
• Excellent problem-solving abilities and capacity to think critically in high-pressure situations.
• Strong written and verbal communication skills, including explaining complex technical concepts to technical and non-technical audiences.
• Desire for continuous learning, especially in emerging technologies and trends in technical support.
• 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 advanced 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 in detail 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, ensuring dealer accounts receive 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.

Benefits

• Comprehensive on-the-job training.
• Career growth opportunities into Senior Technical Support, Product Management, leadership, Software Development, or specialized roles.
• Flexible hybrid schedule after the first six months.
• Choice of four 10-hour shifts or five 8-hour shifts after training.

What This Job Offers

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