Technical Support Specialist

Lightspeed Systems • Austin, TX

12d • Onsite

About The Position

Lightspeed Systems is looking to hire a Technical Support Specialist to join our Customer Service organization. Based from our South Austin office (near 290 and Fitzhugh Rd), you'll be responsible for troubleshooting and supporting end users on a variety of issues in our mission to keep kids safe in school. As a Technical Support Specialist, you will provide front-line technical support across Lightspeed’s product suite. You’ll work 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.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 6+ months of technical support, help desk, or customer support experience.
• 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.
• 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.
• Completion of a set of assessments as part of the application process.

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level