Support the dealer community with advanced, hands-on troubleshooting for Lightspeed’s DMS platform.

Diagnose and troubleshoot complex software, networking, and hardware issues impacting dealer use of the DMS platform
Deliver advanced technical support via phone, email, live chat, and ticketing systems
Investigate problems across core DMS modules, including sales, parts, service, rentals, accounting, and CRM
Document case resolutions in detail and escalate unresolved issues to the appropriate teams when needed
Support dealers by meeting resolution time goals and following up on outstanding issues
Track and manage support tickets end-to-end to ensure timely follow-up on escalated cases
Collaborate with team members to resolve critical customer issues and contribute to software quality improvements
Identify and implement process improvements that enhance the dealer experience
Partner with developers and product managers to surface recurring DMS issues and inform product improvements

2–3 years of experience in technical support, preferably in a SaaS or IT setting
Strong understanding of Windows OS environments, including troubleshooting and configuration
Advanced ability to diagnose software issues, troubleshoot hardware, and work through network setups
Experience managing support tickets, documenting technical issues, and following up on escalations
Exposure to, or interest in learning, industries such as dealership, powersports, marine, RV, trailer, outdoor power equipment, or golf cart
Ability to collaborate effectively across teams, including developers and product managers
Strong problem-solving skills and the ability to think critically in high-pressure situations
Excellent written and verbal communication skills for explaining complex technical concepts to technical and non-technical audiences
Desire for continuous learning, including emerging technologies and trends in technical support

Full-time role based in South Jordan, UT (hybrid)
Initial period: first six months working full-time from the South Jordan office
After training: flexible hybrid schedule with 2–3 days per week in the office and the remaining days from home
After training, schedule options: 4x10-hour shifts or 5x8-hour shifts

Technical Support Analyst - Tier I

Job Description