Technical Support Specialist

Lightspeed Systems; Austin (TX); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

State-of-the-art fitness center

Private chef serving lunch

Pet-friendly office environment

Job summary

Lightspeed Systems is seeking a Technical Support Specialist in Austin, Texas. In this role, you'll provide exceptional technical support to K-12 education clients, troubleshooting various product issues and ensuring customer satisfaction.

The ideal candidate should have a Bachelor’s degree in information technology or related fields, with at least 6 months of relevant experience. You will work in a collaborative environment to engage and help customers use Lightspeed's solutions effectively.

Qualifications

• 6+ months of technical support, help desk, or customer support experience.
• Familiarity with Windows and macOS operating systems.
• Strong written and verbal communication skills.

Responsibilities

• Provide technical support to customers through various channels.
• Troubleshoot software, device, networking, and configuration issues.
• Document and prioritize product issues when necessary.

Skills

Troubleshooting

Customer service

Technical communication

Organization

Teamwork

Education

Bachelor’s degree in information technology or Computer Science

Job description

At Lightspeed Systems, we help K–12 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.

We’re looking for a Technical Support Specialist who is passionate about technology, problem‑solving, and delivering an exceptional customer experience. In this role, you’ll serve as a trusted resource for customers, helping them troubleshoot issues, configure products, and maximize the value of their Lightspeed solutions.

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 escape 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

• Bachelor’s degree in information technology, Computer Science, or 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, Lightspeed’s 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 31,000 schools in 43 countries, utilizing 15 million devices.

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

ABOUT OUR ATX HQ

• 15,000 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

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.