Technical Support Specialist

At Lightspeed Systems we help K12 schools create safer more effective digital learning environments. Our solutions empower IT teams administrators and educators to protect students manage technology and gain meaningful visibility into their digital ecosystems.

Were looking for a Technical Support Specialist who is passionate about technology problem-solving and delivering an exceptional customer this role youll serve as a trusted resource for customers helping them troubleshoot issues configure products and maximize the value of their Lightspeed solutions.

As a Technical Support Specialist you will provide front-line technical support across Lightspeeds product suite. Youll 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.

NOTE: This is a hybrid rolelocatedin South Austin (near Dripping Springs). Sponsorship is not available for this position.

ABOUT THE ROLE

• 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.

ABOUT YOU

• Bachelors 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.

ABOUT US

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 Lightspeeds 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 31000 schools in 43 countries utilizing 15 million devices. Learn more at .

We love our employees and we show it. Our benefits and perks are built to support your overall wellbeingat work and beyond. Offerings vary by country.

ABOUT OUR ATX HQ

If your role includes spending time onsite you will LOVE being at the ranch. Our uniquely Lightspeed (and totally Texas) corporate headquarters has everything Lightspeeders need to get the job done and a whole lot more.

• 15000 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

All within 31 sprawling acres of Live Oak trees that foster a natural habitat for local wildlife. It is not uncommon to be greeted daily by whitetail deer. (Maybe it wants to join your meeting)

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.