Technical Support Specialist (Hospitality) German speaking- all genders

Lightspeed Commerce

8d•Onsite

About The Position

Lightspeed is looking for a Technical Specialist, Strategic Accounts in Berlin. You will be mostly focused on K-Series, report into the Strategic Support Services Team Lead and will be an important part of our global hospitality support organization. Our Strategic Support Services team oversees the Lightspeed Strategic Accounts support experience. This group partners with Senior Support + Strategic Accounts Management to quarterback the service experience for our most valuable and complex merchants.

Requirements

Excellent verbal and written communication skills in German and English (any other languages are a bonus).
Extensive customer service experience in a technical support role.
Prior experience in the Hospitality industry.
Ability to self-manage incoming emails, telephone calls, video calls, meetings, and on-site visits based on priority and customer commitments.
Strong computer skills and working knowledge of Mac OS.
Proven troubleshooting skills in a senior support position.
Strong problem-solving skills that will ensure our customers use their POS to its full capacity.
Ability to manage technical escalations of at-risk accounts and identify growth opportunities.
Flexibility in your schedule to work.

Nice To Haves

Knowledge of networking or network support experience.
Understanding of API (relevant to SaaS) and experience supporting this.
Prior experience in a consultant role.

Responsibilities

Provide exceptional technical assistance and white-glove customer service to Strategic Accounts via email, phone, video, and on-site engagements.
Proactively identify opportunities to recommend best practices, helping high-value clients streamline operations and maximize the value of the Lightspeed ecosystem.
Partner with Implementation teams to execute successful "warm handoffs," ensuring a consistent and smooth experience for new Strategic accounts.
Collaborate closely with Strategic Account Managers (SAMs) to manage daily operations, resolve complex issues, and elevate the overall customer journey.
Lead unified customer meetings alongside SAMs to review ongoing requests, forecast future requirements, and mitigate risks before they escalate.
Conduct proactive account health syncs (remote or on-site) to advocate for feature adoption that translates into measurable business growth for the client.
Ensure our Strategic customers continue to fully utilise the potential of our software by providing training to new and existing staff members.
Synthesize deep insights into client business challenges to advocate for product enhancements, liaising directly with Product and Development teams to refine the user experience.
Manage high-stakes technical escalations end-to-end—overseeing technical resolution, executive communication, and stakeholder feedback loops to ensure total customer satisfaction.
Employ a comprehensive suite of diagnostic techniques to rapidly isolate the root cause of escalated issues and deliver high-impact solutions.
Maintain meticulous documentation of account-specific complexities and resolutions to empower global Support teams and ensure consistent service delivery.
Write and maintain troubleshooting guides, testing procedures, and internal documentation while precisely tracking software defects for corrective action.
Continually develop technical expertise across all Strategic Lightspeed hospitality platforms to provide versatile, high-level support.
Contributing as part of the wider team to achieve organisational objectives even if this means doing things that aren’t strictly within the scope of your role.