Service & Support Engineer supporting global customers with broadcast control solutions. Collaborating with regional teams to resolve technical issues in a 24/7 support setup.
About the role
- Providing technical support for Lightspeed's DMS software users by troubleshooting software and hardware issues. Collaborating with teams to ensure customer satisfaction and process improvements.
Responsibilities
- Diagnose and troubleshoot complex software, networking, and hardware problems
- Collaborate with team members to resolve critical customer issues and improve software quality
- Provide advanced technical support via phone, email, live chat, and ticketing systems
- Document case resolutions in detail and escalate unresolved issues to appropriate teams when necessary
- Build trust with customers by meeting resolution time goals and following up on outstanding issues
- Identify and implement improvements in processes to enhance the customer experience
Requirements
- 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
- 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
- Proficient in managing support tickets, documenting issues, and following up with escalated cases
- Ability to collaborate effectively with cross-functional teams, including developers and product managers
- Experience with cloud-based software and APIs is a plus
- Desire for continuous learning, especially in emerging technologies and trends in technical support
Benefits
- Competitive hourly start rate, with opportunities for additional compensation as you develop new skills and excel in your responsibilities
- Health, dental, and vision insurance
- 401(k) retirement plan with company matching
- Paid parental leave
- Tuition reimbursement programs for professional development
- Paid time off and a flexible hybrid work schedule
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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