Technical Support Specialist
Skills
- Proven customer-facing technical support experience
- Strong troubleshooting and diagnostic skills for integrations and data flows
- Familiarity with BI concepts, data validation, and analytics workflows
- Comfort using and explaining AI-driven features and analytics
- Excellent written and verbal communication in English
- Proficiency with Google Workspace and modern SaaS business apps
- Ability to work cross-functionally and manage escalations
Responsibilities
- Manage and resolve customer cases submitted via chat and email in a timely, professional manner.
- Investigate and troubleshoot escalated technical issues related to integration logic, data quality, and system performance.
- Collaborate with Engineering, Product, and Business Development teams to diagnose and resolve complex bugs and customer issues.
- Educate and empower customers to maximize value from Lighthouse BI products and AI-driven features.
- Translate complex technical concepts into clear guidance for customers and internal stakeholders of varying technical ability.
- Identify and recommend improvements to support processes, internal tools, and documentation.
- Prepare and maintain user guides, FAQs, and other self-service product documentation.
Education
- High school diploma or equivalent required
- Bachelor's degree in a relevant field (e.g., Information Systems, Data Analytics, Business) preferred but not required
- Relevant certifications or coursework in BI, data integration, or customer support are a plus
Benefits
- Flexible time off for work-life balance
- 401(k) matching up to 4%
- Two Blue Cross Blue Shield health plans (99% employer contribution to base plan; 75% for dependents/spouses) plus $25/month to HSA
- Vision and dental insurance with buy-up options and partial employer premium contributions
- Employee Assistance Program (confidential and free)
- Employer-paid short-term disability and $50,000 life insurance
- Parental leave: 12 weeks primary caregiver, 3 weeks secondary caregiver, $1,500 new parent bonus, and 4-week flexible return-to-work plan
- Subsidized ClassPass subscription for wellbeing
- Referral bonus program
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