Technical Support Analyst - Tier I

Lightspeed DMS; South Jordan (UT); Hybrid; USD 42,000 - 66,000; Full time

Job summary

Lightspeed DMS LLC in Utah is seeking a Technical Support Analyst – Tier I to diagnose and troubleshoot complex software, networking, and hardware issues across Lightspeed's DMS modules for Powersport dealerships. This role starts full-time at the South Jordan office for six months, with a subsequent move to a flexible hybrid schedule.

You'll handle case management, document resolutions, and collaborate with developers and product managers to surface recurring issues and drive product

Qualifications

• 2-3 years of experience in technical support, preferably SaaS or IT environment.
• Strong understanding of Windows OS environments, including troubleshooting and configuration.
• Advanced proficiency in diagnosing software issues, hardware troubleshooting, and network setups.
• Proficient in managing support tickets and documenting issues with follow-up on escalations.
• Exposure to or interest in learning dealership/powersports/marine/trailer/golf cart industries.

Responsibilities

• Diagnose and troubleshoot complex software, networking, and hardware problems across lightspeed DMS modules.
• Provide advanced technical support via phone, email, live chat, and ticketing systems; document resolutions in detail.
• Collaborate with developers and product managers to surface recurring issues and drive product improvements.

Skills

SaaS support

Windows OS

Software troubleshooting

Ticket management

Cross-functional collaboration

Communication skills

Continuous learning

Job description

Lightspeed is the leading provider of cloud-based software for dealerships, serving the Powersport, Marine, RV, Trailer, and Golf Car industries adding hundreds of dealerships to the Lightspeed community each year.

Lightspeed's Dealer Management Solution (DMS) enables dealerships to optimize their end-to-end business operations, including Sales, Parts, Service, Rentals, Payments, Accounting, and Customer Relationship Management (CRM). When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, service, and parts, all while creating a more streamlined experience for customers.

Lightspeed is the most complete and integrated DMS in the industry with over 500 integrations with Original Equipment Manufacturers (OEMs), aftermarket parts and accessory distributors and dozens of other software tools that a dealership may use to run their business. Uniquely designed by dealers for dealers, and refined over the past 4 decades, Lightspeed empowers over 4,500+ dealers across North America with the tools and technology they need to manage their dealerships.

Position Summary

As a Technical Support Analyst - Tier I, you will provide advanced technical support for dealers using Lightspeed's DMS software, diagnosing and troubleshooting complex software, networking, and hardware issues across the platform's core modules. This role requires a strong technical background, and your expertise will directly drive dealer satisfaction and process improvements.

This is a high-impact role where you'll sharpen your technical skills and grow into new responsibilities, including leadership or advanced technical roles in product development or quality assurance. You'll receive comprehensive on-the-job training to master the Lightspeed DMS software and tools, with a clear path for career growth into Senior Technical Support, Product Management, Leadership, or Software Development - many Tier 1 team members advance to specialized roles within 12-18 months.

You'll jump-start your onboarding by working full-time from our South Jordan, UT office for the first six months, taking advantage of our inclusive office environment — teamwork, community, face-to-face interactions, access to resources, and idea sharing. From there, you'll move into a flexible hybrid schedule, working two to three days a week in the office and the remaining days from home. After training, you'll also have the option to work either 4x10-hour shifts or 5x8-hour shifts.

What You'll Do

Technical Troubleshooting & Support

• Diagnose and troubleshoot complex software, networking, and hardware problems affecting dealers' use of the DMS platform.
• Provide advanced technical support via phone, email, live chat, and ticketing systems.
• Troubleshoot issues across the DMS's core modules - sales, parts, service, rentals, accounting, and CRM - to keep dealer operations running smoothly.

Case Management & Customer Trust

• Document case resolutions in detail and elevate unresolved issues to appropriate teams when necessary.
• Build trust with dealers by meeting resolution time goals and following up on outstanding issues.
• Track and manage support tickets end-to-end, ensuring dealer accounts receive timely follow-up on escalated cases.

Collaboration & Process Improvement

• Collaborate with team members to resolve critical customer issues and improve software quality.
• Identify and implement improvements in processes to enhance the dealer experience.
• Partner with developers and product managers to surface recurring DMS issues and inform product improvements.

What You Should Have

Required Qualifications

• 2-3 years of experience in technical support, preferably within a SaaS or IT environment.
• Strong understanding of Windows OS environments, including troubleshooting and configuration.
• Advanced proficiency in diagnosing software issues, hardware troubleshooting, and network setups.
• Proficient in managing support tickets, documenting issues, and following up with escalated cases.
• Exposure to, or interest in learning, the dealership, powersports, marine, RV, trailer, outdoor power equipment, or golf cart industries.
• Ability to collaborate effectively with cross-functional teams, including developers and product managers.
• Excellent problem-solving abilities and the capacity to think critically in high-pressure situations.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
• Desire for continuous learning, especially in emerging technologies and trends in technical support.

Preferred Qualifications

• Prior experience in the dealership or recreational industries.
• Experience with cloud-based software and APIs.
• Proficiency in SQL and familiarity with database management.
• Basic networking knowledge, including IP configurations and VPN setups.

Inclusion and Diversity at Lightspeed:

At Lightspeed, we celebrate the uniqueness of every individual and encourage diverse perspectives. We believe that inclusion drives innovation and fosters meaningful connections. We are committed to building an environment where everyone feels valued and empowered to make an impact.

Equal Employment Opportunity Statement:

Lightspeed is an Equal Opportunity Employer and is dedicated to building a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, religion, age, disability, veteran status, or any other protected category.

Applicants must be authorized to work in the U.S.