Technical Support Specialist

Lightspeed Systems empowers K–12 schools to build safer, more effective digital learning environments. Our solutions assist IT teams, administrators, and educators in protecting students, managing technology, and gaining crucial visibility into their digital ecosystems.

About the Role

We are seeking a passionate Technical Support Specialist focused on technology, problem-solving, and delivering exceptional customer experiences. In this front-line role, you will act as a trusted resource for customers, assisting them with troubleshooting, product configuration, and maximizing the value of their Lightspeed solutions. This position combines technical troubleshooting, customer service, and cross-functional collaboration within a dynamic SaaS environment.

Note: This is a hybrid role located in South Austin (near Dripping Springs). Sponsorship is not available.

Your Responsibilities

• Provide first-level technical support to customers via phone, email, chat, and other channels.
• Troubleshoot software, device, networking, and configuration issues across the Lightspeed product suite.
• Communicate proactively with customers regarding issue status, solutions, and best practices.
• Assist customers with product setup, configuration, integrations, and ongoing usage.
• Document, prioritize, and escalate product issues as needed.
• Monitor support queues to ensure timely resolution of customer requests, adhering to Service Level Agreements (SLAs).
• Collaborate with Product and Engineering teams to identify trends, recurring issues, and opportunities for product improvement.
• Maintain accurate case documentation and troubleshooting records.
• Test and validate fixes, configurations, and product updates.
• Stay current on Lightspeed products, operating systems, networking concepts, and relevant technologies.
• Contribute to knowledge base articles and internal documentation.
• Support team initiatives and additional projects as assigned.

What You Bring

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 6+ months of experience in technical support, help desk, or customer support.
• Strong troubleshooting and problem-solving skills.
• Familiarity with Windows and macOS operating systems.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Strong organizational skills and attention to detail.
• A customer-first mindset with a passion for delivering exceptional service.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Team-oriented with a collaborative approach to problem-solving.

About Us

With over 25 years serving the education sector, Lightspeed Systems provides deep visibility and control for exceptional schools. Our cloud-managed solutions offer effective web filtering, student safety monitoring, classroom management, device management, and data analytics. Headquartered in Austin, Texas, with a European office in London, UK, we serve over 23 million students across 31,000 schools in 43 countries. Learn more at www.lightspeedsystems.com.

Our ATX HQ

Our corporate headquarters in Austin, Texas, features:

• 15,000 sq. ft. of open work area, offices, and huddle rooms.
• Abundant snacks and a private chef serving lunch Tuesday-Thursday.
• A state-of-the-art fitness center with locker rooms.
• Regular onsite physical therapist.
• Indoor and outdoor casual collaboration spaces.
• A pet-friendly office environment.
• Recreational amenities including a golf simulator, go-carts, shuffleboard, and corn hole.
• Located on 31 sprawling acres, often frequented by local wildlife.