Technical Product Support & Community Advocate

Lucid; Raleigh (NC); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Lucid Software, a hybrid workplace in Raleigh, NC, is seeking a Technical Product Support Specialist on the Customer Operations team. You will be on the front lines translating complex technical issues into clear responses, and collaborating with engineering, product, and support teams.

You will own relationships with users, help launch new features, develop helpful content for our Help Center, and contribute to community engagement across forums and social channels.

Qualifications

• 2 years practical work experience and/or a Bachelor's degree with strong academic performance.
• A strong sense of personal ownership and responsibility
• Ability to work independently, cross-functionally, and on multiple initiatives at the same time with a proven record of driving results.
• Ability to translate complex technical ideas into simple, easy to understand content
• Strong written and verbal communication skills (both internally and externally)
• Excellent analytical capabilities and problem-solving skills combined with sound business judgment in a fast-paced environment with evolving priorities
• Detail-oriented, organized and a good team player
• Bias towards finding solutions versus shutting down ideas
• This position is hybrid, combining remote work with in-person collaboration at our Raleigh, NC office two days per week (Tuesday and Thursday).

Responsibilities

• Develop and maintain product expertise and work closely with other support and product team members to resolve user issues
• Manage technical issues by investigating and troubleshooting problems, escalating user issues, managing issue workflows and proactively identifying consumer needs
• Collaborate with Engineering, Product Management, and other cross-functional peers on specific user-impacting issues and bugs.
• Identify and monitor key user operational metrics to help drive improvements to our product and support offerings
• Represent Lucid by growing and managing a Lucid product community, building healthy relationships with users to resolve issues, and driving community strategies to ensure forum health and users’ questions/feedback receive quality, timely answers.
• Effectively build relationships and value with Lucid’s customers by providing exceptional support tailored to our customer’s needs
• Contribute to content strategy, helping develop clear Help Center and user education content and analyze user behavior data and make content improvements based on metrics.

Skills

Customer support

Technical troubleshooting

Cross-functional collaboration

Content writing

Data analysis

Communication skills

Problem solving

Ownership

Multitasking

Education

Bachelor's degree

Tools

AI/LLM familiarity

Job description

Lucid Software, a hybrid workplace in Raleigh, NC, is seeking a Technical Product Support Specialist on the Customer Operations team. You will be on the front lines translating complex technical issues into clear responses, and collaborating with engineering, product, and support teams.

You will own relationships with users, help launch new features, develop helpful content for our Help Center, and contribute to community engagement across forums and social channels.