Are you a highly skilled technical expert with a passion for solving complex problems and providing exceptional customer service? Do you excel at troubleshooting escalated technical issues and bridging the gap between customer support and technical development teams? If so, this role is for you!
As a Senior Technical Support Engineer, you’ll play a critical role in our mission to keep kids safe in school, serving as the senior escalation point for complex technical challenges. You will be responsible for diagnosing and resolving advanced software issues, ensuring a seamless user experience, and minimizing downtime. Acting as a key liaison between customer support and development teams, you will provide in-depth technical troubleshooting, drive issue resolution, and contribute to product improvements. Your ability to translate intricate technical concepts into clear, actionable solutions will be essential in driving customer success.
NOTE: This position requires several days onsite each week at our Austin, Texas headquarters.
ABOUT THE ROLE
- Communicate with customers to gather detailed information about software issues.
- Handle escalated software issues from font line support, including bugs, environmental issues, and performance problems.
- Analyze application logs, error codes, and system configurations to identify the root cause of software issues.
- Diagnose more complex software, hardware, and network problems.
- Replicate customer issues in a controlled environment for detailed analysis.
- Work closely with product owners and developers for more complex incidents.
- Escalate complex bugs or feature requests to the development team with comprehensive documentation, through the Dev Tracker process.
- Case Management: Maintain accurate and up-to-date information in all cases, and update customers with approximate timelines on a consistent basis.
- Communicate issues with the team, that are known, in order to streamline cases that need development attention.
- Identify software defect trends, through incoming cases, to prioritize crucial software issues.
ABOUT YOU
The following knowledge, experience, skills, abilities, and key behaviors are preferred or required to perform this job:
- Four-year degree or minimum 3 years of customer service experience or equivalent education and experience
- Experience in K-12 Education or Education Technology preferred
- Pleasant disposition with a customer service focus
- Customer-obsessed; seeks to develop deep relationships with key customer stakeholders to become a strategic thought-partner
- Able to set and manage customer expectations appropriately
- Effectively operates with high-energy and flexibility in a fast-paced, constantly evolving team environment
- Detail-oriented, self-motivated, resourceful, and reliable
- Exceptionally strong verbal and written communication skills, both with internal teams and external entities
- Ability to listen, think logically, strategically, and tactically to solve complex problems
- Excellent organizational skills with the ability prioritize multiple competing objectives and tasks
- Positive attitude with a can-do mentality that enables you to be resourceful and deliver results
- Ability to manage time efficiently and effectively in a fast-paced, team environment
- Analytical thinker with a talent for decomposing problems and generating scalable solutions
- Outcome-driven engagement leader who anticipates and overcomes bottlenecks
- Capable of ingesting and synthesizing complex data down to the key story elements to compel and sell to key stakeholders
- Ability to deal with ambiguity and execute in gray areas not completely defined by the role
- Collaborative and looking for a strong team-oriented and supportive environment
- History of managing complex client organizations with multi-threaded stakeholder management
- Proficient in Microsoft Office Suite
- Experience with Salesforce preferred
- Knowledge about SaaS industry sales preferred
At Lightspeed Systems, you'll be part of a dynamic team shaping the future of education technology. Join us in our mission to create safer and more effective digital learning environments for students worldwide.
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. A sneak peek into our BENEFITS & PERKS include:
- Health-- Medical, dental and vision insurance with healthy company contribution toward premiums. Lightspeed kicks cash into your HSA if you participate in our HDHP.
- Wellness-- Paid parental leave. Healthy holiday and PTO policy, including Christmas to New Year’s Day break.
- Retirement-- 401(k) matching up to 6%
- Other -- Work from where it makes sense. Pet insurance.
ABOUT OUR ATX HQ
If “work from where it makes sense” includes being onsite for you some or all the time, 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.
Top Skills
What We Do
For over 20 years, Lightspeed Systems® has been a leader in the ever-changing landscape of K-12 learning technology. Lightspeed Systems works with tens of thousands of schools to maximize the safety, mobility, and effectiveness of their students’ learning experience. Every device can be covered with the most effective web filter, student safety monitor, classroom management software, device management tool, and analytics program available.
Why Work Here?
We work diligently and intelligently as a team to create innovative solutions and better ways of doing things. Every day, every employee has an opportunity to change the world in the most meaningful way: by improving education. Lightspeed Systems has the mentality of a start-up (collaboration, access, innovation) with the stability of a company that’s been around since 1999 — and we get bigger and smarter every day.
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