Support Specialist II, Is

TL;DR

Support Specialist II, IS: Providing reliable support for internal systems by managing user access, monitoring troubleshooting requests, and serving as a key point of contact for bug escalations. Focus on diagnosing complex issues, delivering timely solutions, and keeping stakeholders informed on the status of ongoing support requests.

Location: Permanent Work from home

Company

Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences.

What you will do

• Identify root causes and deliver timely, effective solutions using consistent troubleshooting techniques.
• Manage escalations from Support Specialists, maintaining a responsive presence in Slack troubleshooting channels.
• Support IS systems and end users, including managing user access and ensuring SOX compliance.
• Act as the entry point for bugs and issues, creating detailed tickets and supporting resolution with technical teams.
• Collaborate with end users, Product Managers, IS, and IT teams to resolve issues and improve systems.
• Contribute to documentation, including user guides, access guidelines, and internal knowledge resources.

Requirements

• Proven experience in high-velocity environments, with strong multitasking, time management, and the ability to prioritize competing demands.
• Customer-focused background with experience in a formal support role, acting as a reliable resource for stakeholders.
• Hands-on experience with core business systems such as Salesforce, Slack, Zendesk, Intercom, Gong, or Outreach, including user management and troubleshooting.
• Experience working within Service Level Objectives (SLOs), consistently meeting or exceeding response and resolution targets.

Culture & Benefits

• Genuine career opportunities in a company that’s creating new jobs every day.
• Ability to work and grow in a truly flexible environment.
• Market-leading salary package.
• Permanent work from home setup.
• HMO for you and your 2 dependents (Maxicare).
• 15 Vacation leaves and 10 Sick leaves.