Lucidsoftware
Product Support Specialist
Raleigh, NC. Posted 4 months ago
The role
You will interact with customers on the front lines to drive solutions and manage relationships between products and users. You will develop help center content, manage online communities, and collaborate with cross-functional teams to resolve technical issues.
What you will do
- Develop and maintain product expertise and work with support and product teams to resolve user issues
- Manage technical issues by investigating, troubleshooting, and escalating problems
- Collaborate with Engineering, Product Management, and cross-functional peers on user-impacting issues and bugs
- Identify and monitor key user operational metrics to drive improvements
- Represent Lucid by growing and managing a product community and driving community strategies
- Build relationships and value with customers by providing tailored support
- Contribute to content strategy and develop Help Center and user education content
Required qualifications
- 2 years practical work experience and/or a Bachelor's degree with strong academic performance
- A strong sense of personal ownership and responsibility
- Ability to work independently, cross-functionally, and on multiple initiatives at the same time
- Ability to translate complex technical ideas into simple, easy to understand content
- Strong written and verbal communication skills
- Excellent analytical capabilities and problem-solving skills
- Detail-oriented, organized and a good team player
- Bias towards finding solutions versus shutting down ideas
Nice to have
- Experience optimizing systems and driving improvements
- Basic Project Management experience
- Teaching or mentoring experience
- A strong understanding of user experience principles
- Technical aptitude and troubleshooting skills
- Experience working with AI Agent or curating LLMs
About the company
Lucid Software is the leader in AI-driven work acceleration, helping teams see and build the future by turning ideas into reality. Its products include the Lucid Visual Collaboration Suite and airfocus.