Technical Support Specialist

Lightspeed Systems; Austin (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Lightspeed Systems in Austin, TX is seeking a Technical Support Specialist to join the Customer Service team. You will provide front-line technical support across Lightspeed’s product suite, diagnosing issues and guiding product configuration for end users.

This role blends technical troubleshooting with strong service skills in a fast-paced SaaS environment, requiring collaboration with Product and Engineering to resolve problems, document cases, and keep customers informed while maintaining

Qualifications

• 6+ months of technical support or help desk experience.
• Ability to explain technical concepts to non-technical users.
• Familiarity with Windows and macOS operating systems.

Responsibilities

• Provide front-line technical support via phone, email, chat, and other channels.
• Troubleshoot software, device, networking, and configuration 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 expedite product issues when necessary.
• Monitor support queues and ensure timely resolution of customer requests 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

Customer service

Troubleshooting

Communication

Education

Bachelor’s degree in IT or CS

Tools

Windows

macOS

Job description

Do you consider yourself as someone with excellent customer service skills? Do you possess the super hero ability to effectively explain, using your amazing communications skills, technology in non-technical terms? Lightspeed Systems is looking to hire a Technical Support Specialist to join our Customer Service organization. Based from our South Austin office (near 290 and Fitzhugh Rd), you'll be responsible for troubleshooting and supporting end users on a variety of issues in our mission to keep kids safe in school.

ABOUT THE JOB

As a Technical Support Specialist, you will provide front-line technical support across Lightspeed’s product suite. You’ll work directly with customers to diagnose issues, guide product configuration, and collaborate with Product and Engineering teams to resolve complex challenges. This role combines technical troubleshooting, customer service, and cross-functional collaboration in a fast-paced SaaS environment.

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 expedite 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 a 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.

APPLICATION REQUIREMENTS INCLUDE

• This position requires current, permanent authorization to work in the United States. We are unable to sponsor or support visa sponsorship now or at any point in the future, including transfers or extensions of existing sponsorship.
• We require all qualified applicants, as part of the application process, to complete a set of assessments. Please watch for a link in the next few days, following the submission of your completed application.

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. Learn more at www.lightspeedsystems.com.

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

If your role includes spending time onsite, you will LOVE being at the ranch. Our uniquely Lightspeed (and totally Texas) corporate headquarters has everything Lightspeeders need to get the job done – and a whole lot more.

• 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

All within 31 sprawling acres of Live Oak trees that foster a natural habitat for local wildlife. It is not uncommon to be greeted daily by whitetail deer. (Maybe it wants to join your meeting?)

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.