[Hiring] Senior Support Specialist - Information Systems @Lightspeed Commerce, Inc.

Role Description

As a Senior Support Specialist, you will provide reliable support for internal systems by managing user access, troubleshooting requests, and serving as a key point of contact for escalations. Acting as a technical anchor for the Information Systems (IS) Support function, you will resolve complex system issues while also improving support workflows, mentoring team members, and ensuring the long-term stability and integrity of IS systems.

• Lead the charge on mission-critical troubleshooting, utilizing advanced methodologies to isolate and resolve complex bugs with speed and accuracy.
• Handle escalations and queries from Support Specialists I and II by maintaining a responsive presence in Slack troubleshooting channels.
• Manage the resolution of high-impact incidents that bypass Level I and II tiers, maintaining accountability for the "Total Time to Resolution" and the quality of the final solution.
• Oversee the creation of high-quality technical documentation, including complex bug tickets, Salesforce troubleshooting frameworks, and comprehensive internal guides.
• Bridge the gap between technical squads and customer-facing teams to ensure seamless alignment on the status of ongoing investigations.
• Act as a formal mentor to other IS Support specialists (I & II), elevating the technical literacy and efficiency of the entire IS Support team.
• Drive collaboration across IS, IT, and Product squads to accelerate root-cause investigations and expedite the resolution of systemic bugs.

Qualifications

• Proven experience in high-velocity environments, with strong multitasking, prioritization, and time management skills.
• Prior experience in SaaS administration (e.g., Salesforce, Zendesk), including user access management (roles, permissions, profiles).
• Comfortable working across a range of enterprise tools such as Salesforce, Jira, ServiceNow, Zendesk, Gong, and Outreach.
• Customer-focused background with experience in a formal support role, acting as a trusted resource for stakeholders.
• Recognized as a Subject Matter Expert (SME), regularly supporting peers and leadership with complex decisions.

Benefits

• Market-leading salary package
• Permanent work from home setup
• Coworking space available, if needed
• We follow the PH holidays!
• Benefits you can enjoy from day one:
• HMO for you and your 2 dependents (Maxicare)
• 15 Vacation leaves
• 10 Sick leaves
• Government Mandated Benefits
• Food Allowance of 1000PHP per month
• Work from Home Allowance of 1000PHP per month
• Health and wellness benefit of 7500PHP per year
• Free LinkedIn Learning License
• Free access to Mental Health support and coaching services
• Opportunity to grow your career in a company that values internal mobility
• Exciting online and in-person events hosted regularly by our Manila Culture Club