SaaS Technical Support Specialist

Lightspeed Systems; Austin (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Lightspeed Systems is seeking a Technical Support Specialist to join our Customer Service team in South Austin. You will provide front-line technical support across Lightspeed’s product suite, diagnosing issues, guiding configuration, and collaborating with Product and Engineering to resolve complex challenges.

This role blends technical troubleshooting with customer service in a fast-paced SaaS environment, requiring strong communication and teamwork to ensure timely, high-quality support.

Qualifications

• Bachelor’s degree in IT or a related field.
• 6+ months of technical support or customer support experience.
• Strong problem-solving and troubleshooting skills.
• Familiarity with Windows and macOS operating systems.

Responsibilities

• Provide technical support to customers via phone, email, chat, and other channels.
• Troubleshoot software, device, networking, and configuration issues across Lightspeed products.
• Guide product setup, configuration, integrations, and ongoing usage.
• Document, prioritize, and elevate product issues when necessary.
• Monitor support queues and ensure timely resolution per SLAs.
• Collaborate with Product and Engineering to identify trends and product improvements.
• Maintain accurate case documentation and troubleshooting records.
• Test and validate fixes, configurations, and product updates as needed.

Skills

Troubleshooting

Windows/macOS

Communication

Time management

Customer service

Teamwork

Education

Bachelor’s degree in IT/CS

Job description

Lightspeed Systems is seeking a Technical Support Specialist to join our Customer Service team in South Austin. You will provide front-line technical support across Lightspeed’s product suite, diagnosing issues, guiding configuration, and collaborating with Product and Engineering to resolve complex challenges.

This role blends technical troubleshooting with customer service in a fast-paced SaaS environment, requiring strong communication and teamwork to ensure timely, high-quality support.