Technical Product Support & Community Advocate

Lucid Software; Raleigh (NC); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Lucid Software is seeking a Technical Product Support Specialist to join the Customer Operations team in a hybrid role based in Raleigh. You will be on the front lines, delivering expert assistance, surfacing user issues, and driving improvements across help centers, forums, and email support.

You will collaborate with Engineering and Product Management, translate complex ideas into clear content, and help expand Lucid’s user community while representing the brand publicly.

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.

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.

Job description

Lucid Software is seeking a Technical Product Support Specialist to join the Customer Operations team in a hybrid role based in Raleigh. You will be on the front lines, delivering expert assistance, surfacing user issues, and driving improvements across help centers, forums, and email support.

You will collaborate with Engineering and Product Management, translate complex ideas into clear content, and help expand Lucid’s user community while representing the brand publicly.