Team Lead, Technical Support

Summary

Join Lightspeed Systems as a Team Lead, Technical Support and play a critical role in supporting our mission to keep kids safe in school. You will assist users, troubleshoot technical issues, and ensure they get the most out of our products. You will also oversee and support the Technical Support Specialists, providing guidance, monitoring performance, and fostering a collaborative team environment. This role requires 1+ year of experience in technical support and familiarity with various operating systems and networking technologies. Strong communication and problem-solving skills are essential. The position offers various benefits, including health insurance, retirement plan, paid time off, and flexible work arrangements.

Requirements

• 1+ year of experience in technical support, help desk, or a related role, with some experience mentoring or guiding team members preferred
• Familiarity with operating system installation and configuration (Windows and Mac OSX) and knowledge of Active Directory, GSuite, or Azure AD
• Strong communication skills, with the ability to explain technical concepts to non-technical users and provide clear documentation and feedback to team members
• Proven organizational and problem-solving skills, with the ability to prioritize tasks and assist others in meeting deadlines
• Excellent customer service skills and a commitment to delivering exceptional support experiences
• Team player with leadership potential who thrives in a fast-paced environment and fosters collaboration

Responsibilities

• Assist users by identifying, analyzing, and resolving technical issues while ensuring optimal product configuration and usage
• Manage support requests across multiple channels (email, chat, phone) and troubleshoot network and device-related issues
• Monitor team performance, provide guidance to Technical Support Specialists, and foster a collaborative and efficient team environment
• Collaborate with Product, Engineering, and other teams to identify trends, prioritize customer-impacting issues, and ensure seamless case flow and communication
• Stay updated on Lightspeed products, networking technologies, and industry trends to provide expert-level support
• Track team success metrics such as SLA adherence, resolution rates, productivity, and troubleshooting accuracy
• Be a esclation point for cases or concerns for Technical Support Specialist
• Assist leadership by carrying out assigned tasks and implementing improvements to processes or workflows

Preferred Qualifications

• Understanding of mobile device platforms (iOS, ChromeOS) and networking fundamentals (IP, router configuration, firewalls) highly desired
• Passion for mentoring and developing team members, with a focus on fostering growth, collaboration, and continuous improvement within the Technical Support team
• Flexibility to support varying shifts, including some on-call work (including weekends and holidays)
• Technical degree or equivalent work experience preferred

Benefits

• Medical, dental and vision insurance with healthy company contribution toward premiums
• Lightspeed kicks cash into your HSA if you participate in our HDHP
• Paid parental leave
• Healthy holiday and PTO policy, including Christmas to New Year’s Day break
• 401(k) matching up to 6%
• Work from where it makes sense
• Pet insurance