Technical Support Analyst - Tier I

The role

You will provide advanced technical support for dealers using Lightspeed's DMS software. You will diagnose and troubleshoot complex software, networking, and hardware issues across core modules.

What you will do

• Diagnose and troubleshoot complex software, networking, and hardware problems.
• Provide advanced technical support via phone, email, live chat, and ticketing systems.
• Troubleshoot issues across sales, parts, service, rentals, accounting, and CRM modules.
• Document case resolutions in detail.
• Escalate unresolved issues to appropriate teams.
• Track and manage support tickets end-to-end.
• Collaborate with team members to resolve critical customer issues.
• Identify and implement improvements in processes.
• Partner with developers and product managers to surface recurring DMS issues.

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.
• Desire for continuous learning, especially in emerging technologies and trends in technical support.

Nice to have

• 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.

Before you apply

• Applicants must be authorized to work in the U.S.
• Work full-time from our South Jordan, UT office for the first six months.

About the company

Lightspeed is the leading provider of cloud-based software for dealerships, serving the Powersport, Marine, RV, Trailer, and Golf Car industries. Their Dealer Management Solution enables dealerships to optimize end-to-end business operations.